EU Senior Manager CX & Product Support, Rad Power Bikes – Utrecht (NL)

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About the job

Why We’re Rad (about us):

Rad Power Bikes is a leading consumer direct ebike manufacturer specializing in high quality yet affordable electric bikes for weekend warriors, hardcore commuters, and family cyclists.

Our company is a driving force behind the e-bike market expansion in Europe. We are the first mover in the omnichannel retail space for personal mobility products and we continue to develop industry-leading, innovative e-bikes. Rad Power Bikes has grown to over 500,000 customers, leading a global revolution in low carbon mobility.

We’re looking for RADICAL people to join our global teams: Responsible, Approachable, Diverse, Innovative, Customer-Driven, Accountable, and always Learning.

Our Senior Manager, Customer Experience & Product Support will be responsible for overseeing these teams, while setting metrics, delivering on goals and presenting to key stakeholders. This role will work collaboratively to ensure the team is supported and set up for success to provide the best experience to Rad customers.

Why You’re Rad (about you):

  • At least 5 years proven experience managing a Europe based multilingual customer contact center.
  • Experience delivering a world-class customer experience, acting as a voice for the customer.
  • Experience in an international European company, working with EU teams, through regulations, the EU marketplace and with EU customers.
  • Commercially astute with experience in sales and or marketing
  • Experience working in the technical consumer goods industry
  • Flexible self starter with excellent coaching, training and communication skills. Knows how to inspire and motivate people.
  • Operational excellence. Knows the ins and outs of running and optimizing a customer contact center.
  • Experience establishing and tracking team KPIs and metrics, creating reports and establishing budgets to present to leadership and key stakeholders, constantly striving to improve delivery standards.
  • Ability to define areas of improvement for processes and service level agreements, with experience contributing to the changes being made.
  • Hands-on experience with Workforce Planning.
  • Ability to collaborate with our North American Customer Support team on continuous finetuning of processes, procedures and tools to achieve the best possible localized customer experience.

Additional Requirements:

  • 4 year degree preferred or equivalent work experience
  • Proficiency with Microsoft Office Suite, Dropbox, and Google applications
  • Proficiency in a major CRM and Call Center software
  • Prior experience in technical or product customer support
  • Impeccable verbal & written communication skills, especially under pressure

You get bonus points for:

  • Experience with electric bikes, vehicles, or the leisure industry
  • Experience in a D2C business environment
  • Proficiency in either German, Dutch, or French, verbal and written
  • Proficiency with Shopify

Had you been with us last month, you would have:

  • Overseen the Customer Experience & Product Support Managers, Supervisors, and Specialists and supported them in their day-to-day questions and career growth
  • Delivered a world-class customer experience, acting as a voice for the consumer
  • Established and tracked team KPIs and metrics, created reports and established budgets to present to leadership and key stakeholders, constantly strived to improve delivery standards
  • Collaborated with North America and Europe’s leadership team to reach Rad’s broader business goals and objectives
  • Created and prioritized initiatives to improve the tech/product support process
  • Defined areas of improvement for processes and service level agreements, contributed to the changes to be made
  • Created a welcoming environment and supported the continuous engagement of team members
  • Additional duties & overtime as required

Rad Power Bikes is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you need assistance or an accommodation due to a disability, you may contact us at 800-939-0310 or jobs@radpowerbikes.com.


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