Speaksee
Customer Experience Manager · August 2024-Present
Own the end-to-end CX structure across support, product and operations at head-of-CX level, reporting directly to the COO.
One source of truth
Established HubSpot as the shared customer-data platform across support, sales and operations.
From activity to decisions
Built Mixpanel dashboards, customer journey maps, health scoring and churn-reduction workflows across product segments.
More capacity without more headcount
Built a role-based AI onboarding platform and expanded self-service through FAQ and chatbot infrastructure.
Amdax
Customer Success Coordinator · February-June 2024
Supported high-net-worth clients managing significant digital-asset portfolios in a regulated, institutional-grade environment. Improved Intercom chatflows and self-service workflows, and coordinated service requests across internal owners.
LiteBit
Customer Support Team Lead · March 2021-October 2023
Led a team of more than 20 agents during peak growth, with responsibility for recruitment, onboarding, coaching and daily operations.
Managed crisis recovery after a data breach, stabilized escalation systems and optimized Zendesk configuration, workflows and macros to improve consistency and efficiency.
Customer Support / Social Media Marketeer · April 2018-March 2021
Combined frontline support, social media ownership and community engagement. Built feedback loops between support, product and marketing to improve retention.
Zilveren Kruis
AR Service Associate · May 2016-April 2018
Started in accounts receivable, supporting customers with payment arrears and collections. Progressed to setting up new service departments in Leiden and Zoetermeer and coaching new hires during onboarding.