Head of Customer Service & Experience

Bitvavo

Full-time

On-site

Amsterdam-Zuidoost, North Holland, The Netherlands

About the Opportunity

The Head of Customer Service & Experience is responsible for overseeing the customer support function, including Support, Technical Support, Complaints Management, and Quality Assurance. You will lead and develop a high-performing support team, ensuring customer queries and issues are managed efficiently in compliance with regulatory standards. Next to leading a team of experts, you’ll be the go to person for everything related to the customer experience on our platform. You identify opportunities for product and service enhancements and effectively secure stakeholder alignment to drive these initiatives forward.

As a regulated financial services company Bitvavo is committed to providing unwavering customer service in line with all regulatory requirements. Customer trust is extremely important, that is why effective and reliable customer service is of great importance. You play a decisive role in achieving the red carpet support that we strive for every day.

What You’ll Be Doing

Leading a team of Team leaders that oversee the daily operations of the Support teams, ensuring service levels and customer satisfaction targets are consistently met.
Fostering an environment of accountability, continuous improvement, and professional growth ensuring team competencies and department initiatives align with organizational objectives.
Complaint handling; Ensure effective resolution, documentation and reporting of customer complaints, maintaining regulatory compliance and reporting standards. Identify root causes of complaints and implement improvements to prevent recurrence.
Quality Assurance; Improve and oversee quality assurance processes to ensure high-quality customer interactions, compliance, and accurate documentation.
Produce and present regular performance reports, including KPIs and customer feedback insights, to senior management.
Use data-driven insights to inform strategic decisions, improve processes, and enhance customer experiences.
Partner closely with other departments to ensure alignment of the customer service functions with broader business objectives and product or service improvements.

What We Look For

Proven leadership experience in a senior customer facing leadership role within a financial services, fintech, or crypto exchange environment.
Deep understanding of customer support operations, including technical support, complaint handling, and quality assurance.
Excellent analytical skills, with proven experience in interpreting data to drive performance improvements.
Strong regulatory awareness, particularly related to financial services and cryptocurrency markets.
Exceptional communication, leadership, and interpersonal skills.
Ability to adapt quickly in an interim capacity, identifying immediate priorities and delivering short-term results while contributing to long-term strategies.

At Bitvavo, we believe that diverse perspectives drive innovation, foster creativity, and lead to better outcomes. We are committed to building a team that reflects the diversity of the communities we serve and creating an inclusive environment where everyone can thrive.We welcome applicants of all backgrounds, identities, and experiences. Regardless of race, ethnicity, gender, sexual orientation, age, religion, ability, or any other characteristic. Join us and be part of a team that values and celebrates your unique contributions.

Bitvavo does not accept resumes from staffing, search, or recruitment firms without a signed agreement. If you send us a resume without such an agreement, we may contact the candidate directly without any obligation whatsoever and no fee of any kind will be paid should we hire the candidate.

Benefits

We care about our people. That's why we have a broad range of benefits to support them mentally, physically, and in their career growth. And an extra holiday for your birthday, just for fun.