Customer Experience Lead (m/v)

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Customer Experience Lead (m/v)

Who we are

MINIBREW is a unique beer brewing platform that enables a profound experience for beer lovers to discover, brew and share freshly brewed craft beer, made at industry quality levels, anywhere. Built to stimulate brewing ingenuity and to inspire the brewers of tomorrow. MiniBrew stimulates diversity and the creation of freshly brewed beer by making every beer lover a brewer and global distributor.

We developed the first automated all-in-one beer brewing and dispensing solution, brewing, fermenting, and tapping fresh beer in 5L batches at a time. Powered by smart sensor technology and controlled by a unique app with a proprietary e-commerce and data platform - MiniBrew creates unique tasty experiences where customers and partners are highly motivated to engage with and actively want to use it to advance their own stories.

The MiniBrew App allows you to find, favourite, subscribe and buy award winning recipes. The App searches real time inventory across our distribution partners and uses location-based technologies to send pre-picked natural ingredients packs to customers doorsteps. They then use the App to brew, and it guiding them through the process. The App learns about a customer through their selections and suggestions are served to them based on their personal preference, skills, and brewing history.

From the effectiveness, efficiency and the ease of use to the learnability: MiniBrew is a conversation starter, making well crafted stories. Empowering people to have fun brewing their beers and succeeding from the very first time. MiniBrew lets them enjoy freshly brewed beer as they have never tasted it before.

Job Description

We're hiring a Customer Experience Lead. This is an opportunity to get in at the early stage of a fast growing startup and help set the bar for an amazing customer experience.

Are you thirsty and want to collaborate to change the future space of beer?

Join the beervolution! 

FULL-TIME · UTRECHT, THE NETHERLANDS

Responsibilities

-Provide professional and courteous care to MiniBrew customers.

-Help setup and improve the design of our existing customer service workflow

-Reply to real-time customer inquiries by email regarding general questions, order discrepancies or account issues, etc..

-Work closely with the marketing & sales team, development, and quality assurance teams; to quickly resolve order discrepancies or anomalies

-Create and monitor internal cases for tracking wide range of issues that touch customer service flow, from process improvement, customer-reported issues and order problems

-Use debugger and database management tools to resolve technical issues quickly

-Use order tracking tools to monitor, as well as modify or cancel, orders as needed

-Contact customers to remind them when orders are delayed or cancel orders when appropriate

You will be responsible for a wide range of queries from our EU end-consumers and business-to-business partners. Partner with Development and Quality Assurance to support and prioritise ongoing applications and systems development requirements.

We are seeking a candidate who is self-motivated, creative and proactive, to work successfully in a fast-paced, agile environment - including setting up the customer experience plan from scratch.

Qualifications

-Must derive a genuine sense of joy from the process of helping others

-Relevant work experience of minimum 3 years in sales role or customer experience role is a prerequisite.

-Basic familiarity with OOP and Relational Database technologies.

-Tech savvy and able to pick up new programs quickly.

-Ability to synthesize technical information and apply to customer's solution

-Understanding, experience or passion for E-commerce, order management, shopping, and/or alternative fulfillment experience highly preferred

-Ability to remain calm, courteous and focussed during even the most difficult customer interactions

-Proactive and not afraid to speak up and take up own initiatives

-Flexibility with schedule: available nights and weekends to answer urgent customer emails as needed is a plus.

-Manage and grow a customer service and tech support team while coaching interns.

-Excellent verbal and written communication skills in English.

-A good level of Dutch and you feel comfortable in communicating with our clients

-Knowledge of and experience with automated CRM tools and have experience with case systems or you are eager to learn, set it up and work with it

-Knowledge about beer and brewing beer is a big plus.

We offer you a competitive startup salary starting €40.000,- a year - on a full time 40/hrs work week.

Bonus agreement defined on %, based on retention & customers satisfaction ratios

Stock-options to grow in, as growth is a team effort, a part of our company could be yours.

A personal growth plan based your personal objectives and key results.

The main goal of this program is to connect the company, team and your personal objective to measurable results, making people move faster together in the right direction and knows what others are focussing on.