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Head of Customer Experience

  • Hybrid
    • Amsterdam, Noord-Holland, Netherlands
  • €65,000 - €70,000 per year
  • Customer Service

Job description

Location: Amsterdam – we work from the office on Mondays and Thursdays; the rest of the week is flexible.    
Hours: 40 hours a week 

About Talk360 

Talk360 was founded with a clear purpose: to become the most accessible and reliable calling app for African diaspora communities, both within Africa and abroad. For our users, calls are not transactional — they are emotional lifelines to family, friends, and essential support networks. When service quality drops, they feel it immediately. That responsibility drives everything we build. 

Over the past years, Talk360 has grown into a global communications platform connecting more than 6 million people worldwide last year. We successfully spun off our payments arm into NjiaPay, stepped into the gap left by the discontinuation of Skype, and achieved profitable growth from 2025 onwards, marking our transition from early-stage scale-up to a disciplined, sustainable business. 

As we continue to grow, we are expanding beyond our own B2C app. We are now launching our first embedded calling products within partner platforms, bringing Talk360’s technology into new ecosystems and enabling partners to offer international calling directly within their own products. 

Our ambition is bold: to become the world’s most trusted way to call any real phone number — connecting migrants, travellers, professionals, and businesses across the globe. 

Your Goals 

1. Turn Support into a Key Driver of Customer Retention 

Today, customer support is often the last place users go when something goes wrong. Our goal is to change this — by using AI, automation and product improvements to handle simple requests, so support can increasingly focus on the interactions that truly matter: solving complex issues, building trust, and strengthening relationships with our users. 

You will lead this shift. You will: 

  1. Lead and develop a high-performing support team (6 remote agents) with a culture of empathy, ownership and accountability 

  1. Ensure consistently high CSAT and fast resolution times 

  1. Drive an AI- and automation-first support model — agents focus on complex interactions while automation handles the rest 

  1. Evaluate whether automation genuinely improves the customer experience, not just operational efficiency 

  1. Build a structured Voice of Customer process that turns support data and recurring issues into clear improvements for Product and Operations 

  1. Ensure strong service monitoring — support is often the first to detect service degradation, and you make sure those signals are captured and escalated quickly 

Your goal is to transform support from a last resort into a meaningful driver of customer retention. 

2. Build and Scale Support for Our Embedded Partner Ecosystem 

Talk360 is launching its first embedded calling products within partner platforms, creating a new product line and a new type of customer journey. This introduces new operational and support challenges as we move into a B2B2C environment. 

You will lead this transition and build the support model required to successfully operate in this new environment. You will: 

  • Design and set up the end-to-end support structure for embedded products, including workflows, escalation paths, SLAs and operational ownership 

  • Act as the primary operational point of contact for partner-related issues, coordinating investigations across Product, Tech and Operations 

  • Train support agents and, where relevant, partner teams on embedded product requirements and support standards 

  • Identify recurring integration friction and translate it into structured improvements for the product and partner experience 

Talk360 has not operated in a B2B2C environment before. This is new ground for us, and we need someone who has been here before and knows how to get it right from the start. 

Job requirements

Experience 

  • Experience with AI-driven or automation-first support environments 

  • 5+ years in Customer Support or Customer Experience 

  • Experience leading support teams in fast-growing scale-ups 

  • Experience in B2C and/or B2B2C support environments 

  • Comfortable with complex technical troubleshooting and working cross-functionally with Product, Tech and Operations 

  • Strong communicator with external partners, users and internal stakeholders 

  • Experience supporting global or multicultural user bases is a plus 

 

 What you get  

  • Yearly €1.500 personal development budget   

  • Company laptop and all the tools you need     

  • Monthly phone allowance   

  • 25 vacation days     

  • Per calendar year you are permitted to swap two standard public holidays in your country for ones that are more relevant to your culture or faith.   

  • Commuting allowance     

  • Weekly team lunch on Thursdays with our amazing team   

  • Flexible hybrid work setup (we’re in-office on Mondays & Thursdays)     

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