Service Lead Tikkie

Are you the Service Lead whose mission is to develop and lead the overall customer support strategy and team? Are you passionate about

creating exceptional customer experiences, have deep service expertise, and are a real team player? Then please apply to start your Tikkie Journey!

As a Service Lead, you will be responsible for building and leading the overall customer support strategy and team. Your role will involve setting up

the customer support unit for Tikkie, including hiring the right people and fostering their development. You breath digital service and make sure to

continuously improve the service digitally. You will create a comprehensive playbook for customer support, which will include scripts, procedures,

Q&A formats, FAQs, AI, and other essential resources. Additionally, you are a hands-on leader who is not afraid to roll up your sleeves while effectively organizing service operations at scale.

Got excited and ready to go on this journey? Then please check out your profile:

• You have proven experience in building and scaling a digital-first customer support unit
• You have a proven track record in leading a customer support/care team with full omni-channel capabilities (email, chat, phone, WhatsApp, social).
• You have proven experience in generating digital content based on user feedback and inquiries to scale service operations efficiently (FAQs, AI, knowledge base, email templates).
• You have experience with service tooling like Zendesk, Intercom, Hubspot, Zoho, Freshdesk
• You are fresh, fruity, great personality, loves to help customers
• You possess strong analytical skills, allowing you to dissect complex issues and find efficient solutions.
• Strategically, you can plan and execute long-term goals while considering the bigger picture.
• Operationally, you excel at managing day-to-day tasks and ensuring smooth workflow processes.
• You are action-oriented, meaning you take initiative and drive projects to completion.
• For this open position, it's highly desirable to have experience in a start-up environment, ideally within fintech.

• The gross monthly salary displayed above is based on a 36-hour work week, including vacation pay and benefit budget.
• The Benefit Budget is 11% of your salary. The Benefit Budget allows you to acquire additional employment benefits. If you make no purchases or reservations in the Benefit Shop in a given month, you are paid one twelfth of your Benefit Budget that month.
• Five weeks of vacation per year. You have the option to purchase an additional four weeks per year.
• Personal development Budget of € 1,000 per year, which you can accumulate up to € 3,000.
• Possibility to work from home (in consultation with your team and depending on your position).
• An annual public transport pass with free public transportation throughout the Netherlands.
• An excellent pension scheme.

Tikkie is more than just an application; it's part of Dutch culture and the leading free finance app in the Netherlands. We began as a start-up initiative

by ABN AMRO and have since transformed the payment landscape in the country with our easy, fast, and fun payment functionality.

Today, Tikkie has evolved into a multifaceted platform, with our organization scaling up to include a dedicated team of over 70 individuals.

Together, we aim to transform our customers' needs into scalable, high-quality products that consistently exceed user expectations.

To apply, please submit your resume and a cover letter highlighting your relevant experience and why you would be a great fit for our team.

We look forward to hearing from you.

If you have questions before applying, you can send them to tikkie_journey@nl.abnamro.com. Please note that we only handle applications

submitted officially through the website. We do not process CVs and cover letters sent to our email address.

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.

External recruitment agencies need to have a signed agreement with ABN AMRO BANK N.V., executed by a Talent Acquisition Specialist, when submitting a resume to a vacancy. In addition, a recruitment agency can only submit a resume when invited by a Talent Acquisition Specialist to join the search for a right candidate. All unsolicited resumes sent to us will be considered property of ABN AMRO BANK N.V. In this case, ABN AMRO will not be held liable to pay a placement fee.