Digital Customer Support Lead

  • Technical Customer Support
  • De Lier, Netherlands

Digital Customer Support Lead

Job description

Climate for growth
It is Priva's mission to create an optimal environment where people can work, grow and develop. We offer global solutions for horticulture and building automation.

Our ambition is to be known as the leading technology and service provider for sustainable urban deltas.

We are proud that our solutions result in lower consumption of natural resources and contribute to several of the Sustainable Development Goals (SDGs).To fulfill our mission and ambition, we are looking for dedicated colleagues.

Your future ecosystem
Between Rotterdam and The Hague, you find the greenhouse capital of the world “Het Westland”, where our campus is located in The Lier. A region that has a great contribution to The Netherlands as food exporter number 2 worldwide, right after the US.

In these 100 square kilometers, Priva was founded in the fifties. An innovative second-generation owned family business. Today we are a high-tech company that develops hardware, software and digital services in the field of climate control, energy-saving and optimal reuse of water. We do this for horticulture, indoor and city farming, as well as utility buildings such as offices, retail, hotels and hospitals.

We are proud that we are working with 600 colleagues, in 15 international branch offices divided over 12 countries together with over 400 international installation partners to deliver our sustainable solutions and services in more than 100 countries.

Customer Support within Priva is divided into local and central teams for the Horticulture market and the Building Automation market. You are a part of the Digital Delivery Team. In this role, you will work closely with Product Owners, Customer Support, Product Marketers, the global marketing teams of our Horticulture and Building Automation departments plus marketing and support representatives of the Branch Offices.

Job requirements

How you add value

The current support teams are very familiar with handling questions about onsite systems and are increasingly confronted with questions about online services. The reason for this is because Priva is transitioning from one-time sales to recurring business with an increasing focus on connected SaaS services and more self-support and digital contact with the customer. To successfully make the transition to digital products and services, we are setting up an extra layer in our support organization for all our clients who are working with our cloud-based services.

To enhance the customer support journey, you will lead the adoption and implementation of processes, tooling, way of working, content management and other capabilities for self-service and the faster and better handling of digital customer support requests by 1st line support agents. You track and investigate continuous customer feedback across all digital offerings and digital channels to streamline this support experience in collaboration with the Customer Insights teams, Product Owners and UX designers.

In addition to implementing standardized processes and tools to expand and improve self-service and 1st line support, you will organize and facilitate the availability, correctness and updating of the required content. This includes FAQs, onboarding videos, knowledgebases and instructional information for end customers, partners and 1st line help agents. You facilitate the reallocation of knowledge further down the support process and elsewhere in the organization to self-service for standard requests and 1st

line help agents for more complex requests as far as possible.

Who you are
We are looking for an entrepreneurial digital native Customer Support Lead, who understands what it means to change towards a 24x7 digital-first support organization. Furthermore, we will read your resume to find.

  • At least a bachelor's degree in a relevant field such as Marketing, Communications or Business Administration;
  • Experience with coaching, nudging, advising and managing support agents, instructional writers and instructional designers;
  • At least 5 years of experience in a similar or relevant field such as Customer Service, Customer Relationship Management, Customer Success Management, Knowledge Management or Content Management in a SaaS environment;
  • Experience with working in an organization that has been in the same digital transformation as us. You understand these changes don’t come easy and that it is about technology, processes and people, in this order.
  • Affinity with and understanding of data analysis and reporting of customer insights and a strong drive to improve the customer experience by continuously challenging the status quo.
  • Experience with customer service tooling such as Zendesk, Intercom, or Salesforce Service Cloud including ticketing, chat, translation automation and self-service solutions;
  • Experience with working in cross-functional teams as well as a strong understanding of Agile work methodology;
  • Demonstrating a growth mindset, comfortable in driving organizational change through being an inspirational and servant leader who is strong at connecting individuals and teams.

What you get

In numbers:

  • A gross salary based on your experience in the range of € 5.000 and € 6.500,- based on 40 hours a week;
  • We find a healthy work-life balance important: working flexible hours combined with 30 vacation days a year and the option to buy more;
  • 8% holiday allowance;
  • Travel allowance of € 0,19/km with a daily maximum of 150 kilometer.

For your own sustainability:

  • Join our collective health insurance;
  • Be secured with our pension plan;
  • Feel engaged and join our participation plan;
  • Keep on learning with your personal education possibilities and budget;
  • Be happy and fit by using our healthy cafeteria, our free on-premises fitness where you can participate in CrossFit, Pilates and Spinning classes or play table tennis or football.

Does all of this make you smile? Feel free to apply below or contact us for further information. We are keen to tell you more about us, our vision and future.

A screening procedure can be part of our selection process.