Head of Customer Experience & Trust
HybridIn English
About the job
HousingAnywhere Group is seeking a Head of Customer Experience & Trust to lead the transformation of customer operations through AI-first strategies. Based in Rotterdam, this role involves redesigning support teams around AI agents and owning trust and safety policies.
What you will do
- Lead shift to AI-first support
- Set direction for AI agent
- Redesign team around AI
- Own terms and conditions and service policies
- Prepare for high season with data-based capacity plans
- Own trust and safety with AI assistance
What you bring
- 5+ years in customer operations
- 2+ years leading multi-team or multi-site support
- Hands-on AI support agent deployment in production
- Experience shaping terms and conditions and help content
- Trust and safety literacy
- Data-driven with SLAs and metrics
Nice to have
- French language
What you get
- Unlimited paid holidays
- Hybrid working policy with 2 office days per week
- Flexibility to work remotely up to 2 months per year
- 1000 EUR personal development budget
- Complete commuting coverage
- Personal equipment including laptop and ergonomic setup
About HousingAnywhere Group
HousingAnywhere Group is a company based in Rotterdam.
Summary by Personeel.com. The full job description and the application form are on HousingAnywhere Group's website (job-boards.greenhouse.io); Apply takes you straight there.