Customer Support Manager

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Do you want to make a positive impact and directly contribute transforming the coffee landscape? Can you bring the best out of your team? And can you overcome challenges and solve problems?

Continue reading to see if the Customer Support Manager role at Wakuli is for you!

Based in the Netherlands, excellent Dutch and a good command of English required. German speaking is a plus. 

Start date a.s.a.p.  32 - 40 hours per week. 



Wakuli. Impacting the world with exciting coffee.

At Wakuli we’re all about selling the best coffee – not just in taste, but also in fair pay for our farmers. Our beans are traceable to the farm and we send them directly through your mailbox. We are a no-nonsense, ambitious start-up with a profound mission: impacting the world with exciting coffee. We're growing fast. There is plenty to do, every day is different, and we move fast. We count on you as a full-fledged colleague. We want to hear your opinion and we challenge you on your ideas to improve your performance week by week.

At Wakuli your personality is just as important as your experience.

We are looking for someone who is:

  • switched on; you are self-motivated and proactive
  • honest; you mean what you say
  • authentic; you can think for yourself
  • flexible; you are able to thrive in chaos and change
  • ownership; you set your own priorities, then follow through. And if you need help, you let us know

Your role
As Wakuli’s Customer Support Manager you oversee the Wakuli customer support day-to-day business. You ensure Wakuli's customers receive outstanding service to increase their overall coffee experience. Meanwhile, you will scale our customer support team and functions with the yearly tripling of our customers and the rapid internationalisation of the business.  

To achieve this, you make sure our Customer Support Heroes are well trained and have access to the best tools and information. You will also develop and implement new processes to increase the quality and efficiency, whilst adapting to Wakuli's ever-changing environment. 

The Customer Support Manager reports to our Chief Brand and Marketing and works closely together with the rest of the Wakuli team to continuously improve our service.  You are the voice of the customer whilst we are designing new propositions, and report-out with data driven and actionable insights to increase the overall performance and impact of Wakuli. 

 

Skills and Qualifications

  • Bachelor’s degree 
  • critical thinking + problem solving skills
  • 2+ years work experience 
  • Experience in managing customers in B2C
  • Bilingual communication skills (English & Dutch)

 

Bonus points if you 

  • Speak German 
  • Experienced in leading a customer service team 
  • Have experience with Trengo
  • Have coffee knowledge

 

General characteristics

  • You are able to build and support a remote-first part-time team of CS heroes
  • You are data driven 
  • You have excellent interpersonal and communication skills
  • You are customer-centric 
  • You love to work in a structured way and are detail-oriented 
  • You are humble enough to take on tickets but able to see the bigger picture 
  • You love working with an international (family-like) team


Our offer 

Becoming part of Wakuli means making an impact. We make sure that we not only spread happiness amongst our customers, but also to our employees. We consist of a small team of operational heroes, development entrepreneurs, start-up builders, impact marketeers, tech-nerds and FMCG gurus, and are always on the look-out for the next original ideas to reach more consumers and create more impact, whilst making old-time supermarket coffee obsolete.

Additional Wakuli benefits: (what you get in return) 

  • A team leader position in which you continue to grow
  • Working in a young, flexible and entrepreneurial environment
  • As much of the best coffee as you could possibly drink
  • A BBQ-worthy terrace facing the Amsterdam IJ
  • Weekly fresh and healthy team lunches
  • Salary: between € 2600 and € 3000 gross a month 
  • Unlimited holidays (at least 25)

We all love what we do – so if you like challenges, developing new skills and taking initiative, you’ll feel right at home at Wakuli! 

Uren:
32 tot 40 uur per week
Dienstverband:
fulltime

Vaardigheden

  • Er is geen minimale opleiding vereist
  • Liefst 1 jaar Customer Support ervaring

Wat wij bieden

Salaris:
€ 2.600,- tot € 3.000,- per maand
Plus:
gezonde lunch, vrijdagmiddagborrel, flexibele werktijden
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Contactgegevens

Lieke Nieuwenhuizen
0653624318
lieken@wakuli.com

Wakuli
Nieuwendammerdijk 526 P
1023BX,  Amsterdam