Head of Customer Support

As the Head of Support at SnappCar, your primary objective is to enhance user satisfaction for both car owners and renters, with a clear focus on user retention and increasing platform engagement.

In this role, you’ll lead SnappCar’s Support department, which consists of 18 team members, and focus on optimizing the department’s overall performance. Supported by a Support Team Lead who manages day-to-day operations, your role allows you to concentrate on long-term improvements in service levels. The Support team operates 17 hours a day, 7 days a week, covering all major communication channels—chat, email, and phone—handling various customer inquiries, from vehicle availability and payment issues to platform outages and booking inconsistencies.

Beyond managing customer inquiries, you’ll also oversee key operational services like roadside assistance (in collaboration with ANWB), damage handling (in partnership with Allianz), and goodwill arrangements, all of which are important cost centers for SnappCar. Your role will be crucial in ensuring these services are run efficiently, that processes are continuously optimized, and that operational costs are kept under control.

Additionally, you are responsible for platform security, making key decisions about user access to ensure only authorized and trustworthy users are active on the platform. You will balance proactive and reactive measures to maintain a safe and reliable platform for all users.

Key Responsibilities  

• Delivering exceptional service to SnappCar users;  

• Gathering customer insights and analyzing data to continually improve SnappCar’s service levels, ensuring both users and car owners have the best experience;  

• Overseeing roadside assistance and damage handling processes;  

• Maintaining a safe and reliable platform through proactive and reactive security measures;  

• Leading and mentoring the Support team, evaluating performance, and creating opportunities for professional development;  

• Performing data analysis and reporting to track service level achievements and identify areas for improvement;  

• Elevating SnappCar’s service standards, team performance, and platform integrity to new heights.

About you

You have a Bachelor’s degree in a relevant field and a minimum of 5 years of experience, with at least 3 years in a leadership role within a customer support or service environment. You’ve demonstrated success in transforming customer support teams and optimizing satisfaction levels. Experience in damage handling, platform security, or marketplace dynamics is a bonus.

Your personality  

• Excellent communication and interpersonal skills;  

• A collaborative and team-oriented mindset;  

• Structured in your approach, with the ability to substantiate your ideas with data;  

• Deeply customer-service oriented, acting as the voice of the customer within the leadership team;  

• Reliable, with a strong commitment to meeting your responsibilities;  

• Action-oriented, with a strong focus on achieving tangible results;  

• A commercial mindset paired with a hands-on approach;  

• Eager and proactive, with a natural ability to identify and seize opportunities;  

• Passionate about SnappCar’s mission and intrinsically motivated to contribute to its success.

By taking on this leadership role, you will play a vital part in driving SnappCar’s support services to new levels, directly contributing to the growth and satisfaction of our user community.

What we bring to the table

Yes, we ask a lot of you, but you will get a lot in return! Besides a challenging and engaging leadership position in a young and driven team, we offer:

• Making an actual impact on the world 🌍;

• Competitive remuneration package💲;

• End-of-the-Year financial bonus, based on company performance ⚙️;

• Unlimited Holiday Policy 🍹;

• Snabbatical (1 month paid leave after 3 years of employment, and 3 months leave after 5 years) 💤;

• 8% yearly holiday pay (paid out yearly in June) 🏖️ ;

• Free rides (SnappCar credits) 🚖 ;

• A very creative, energetic and international working environment at a great HQ office in the centre of Utrecht 🏢;

• A laptop to do your work 💻;

• Travel expenses paid (so you can actually get to the office on office days) 🚅 ;

• Delicious healthy lunches on office days, snacks and free drinks 🥬;

• Lots of fun, teambuilding and celebrating successes together!

Apply for the job

Do you want to join our team as our new Head of Customer Support? Then we'd love to hear about you!