We are Zapp, a hyper-growth venture that delivers over 1000 essential items to customers in minutes. We are passionate about disrupting the future of global convenience retail and are laser-focused on creating a delightful customer experience. We launched in London in late 2020 and are ready to scale globally. We are backed by the world’s leading VCs and got an A-class team on our side that has scaled companies such as Amazon, Jumia & Rocket Internet. We are keen to extend our team and are curious to see what you've got to offer: if you are driven, hands-on, and thrive in a fast-paced environment — apply now!
We are looking for an experienced Customer Service Team Leader to operationalise our first team in NL, ensuring we deliver a superior customer experience at all times. You’ll work closely together with our Zapp Stores and Last Mile (Rider) team, empowering agents to make quick decisions, within our values and guidelines to proactively and reactively resolve issues that impact our customers. The Customer Service Team Leader will represent Customer Services for the NL Country Team at the outset, on behalf of the Head of Customer Service and as a key player for our customer obsession. If you can think out of the box and love to go the extra mile for our customers, we would love to meet you. Ultimately, you’ll help us to build a strong customer connection and the highest rates of customer happiness.
Partner in recruiting new agents, then train and onboard them
Manage shift planning, covering our 24/7 service period, ensuring sufficient cover for peak demand, raising the need for additional staff as early as possible
Ensure Zapp values are reflected in all our interactions with customers and our colleagues, especially in Live Ops (the order delivery process)
Ensure all the NL knowledge base content (agents and customers) and process documentation is updated as changes happen, and the business evolves
Take ownership of the performance of the NL team, including responding to contacts, and flexing working hours as required
Provide data/reporting on NL team performance to contribute to country performance tracking, and to the Head of Customer Service for function performance management
Identify and resolve any new/emerging issues, and propose process fixes to eliminate or resolve at root cause.
Ensure all template emails and other coms from CS are well translated, current and reflect Zapp’s values and tone of voice
Be the path of escalation for any issues that agents are unclear on or unable to resolve
Ensure all Zapp customer issues are resolved proactively with a high level of customer empathy, and reflection of the overall value of the customer to us
Build strong relationships and provide/receive feedback to relevant departments to help improve our customer experience
Investigate and resolve serious customer complaints and queries
Conducting quality audits to support agent performance, provide coaching as required and guide training initiatives
Fluent Dutch speaker, fluent in English, as our business language
Prior experience as a Customer Service Team Leader or similar in a fast-paced and high-output environment
Able to lead a team in the spirit of Zapp’s values with very limited supervision, achieving high staff retention rates
Natural empathy for customers and how to resolve issues in a meaningful way for them, often on the spot
Outstanding communicator in written and spoken formats
Passion for technology, start-ups and on-demand services
Hands-on mentality, willing to roll your sleeves up
Ability to use multiple systems and multitask in a fast-paced environment
Ability to quickly assess a situation and problem solve to point of resolution
Fast learner and good time management. Self-motivated, hardworking with strong sense of responsibility
Entrepreneurial mindset, comfortable in highly ambiguous environment and able to independently take responsibility from day one with ability to work with little direction
Competitive salary & equity package
Be part of a fast-growing company and a super motivated team
At Zapp we embrace diversity. We are committed to creating an inclusive and supportive work environment. We firmly believe that a variety of backgrounds & perspectives make our team stronger and brings our product closer to the customer.
As an Equal Opportunity Employer, we make all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, veteran status, or any other characteristic protected by law.