Who we are

A piece of the moon, a complete dinosaur skeleton, the Pope's hat, the world's smallest book - at Catawiki, we come across exceptional objects such as these every day. The special object you’ve been searching for, or a new and unexpected interest you never thought you’d have: the more you look, the more you’ll find. And at Catawiki, there’s always more to the story. Every day sellers submit thousands of objects to sell on Catawiki. Our 240+ in-house experts review and select only the best to auction.

Our mission is to connect passionate enthusiasts with the objects that tell their stories. As Europe’s fastest growing online auction platform, we help over 10 million people discover new treasures every month. This means we are continually growing and always on the lookout for new talent! 

Born and raised in The Netherlands, we started in 2008 and have since grown to over 750 Catawikians, working across 7 international offices, while maintaining our start-up mentality every step of the way. In December 2020 we received a new €150m investment round led by Permira and are excited to be growing our team and business further across the world.

As Team Lead Customer Experience you are responsible for the day to day operations of the customer service activities of Catawiki. You are responsible for closely monitoring our KPI’s and achieving our team goals while giving our specialists all the support they need.

Results and Responsibilities

  • You advise and coach team members on soft skills and best practices ultimately leading to higher productivity and high-quality team performance as to improve customer delight.
  • Intraday Management, like assigning tasks, monitoring incoming volumes, and adjusting schedules based on needs, absences or shifting priorities.
  • The team reaches the KPI’s and Service Levels.
  • Handling escalations & cancellations that cannot be handled by (Senior) CX Specialists.
     

Tasks and Activities

  • Having 1:1 on a regular basis and (half-) yearly performance appraisals with your direct reports.
  • First point of contact for (Senior) CX Specialists in case of questions or advise them how to handle (more complex) questions and disputes.
  • Pro-actively act upon productivity and CSAT / NPS opportunities of (Senior) Customer Experience Specialists.
  • Support Team Manager with managing SLA’s and implementing new tools, processes and procedures.
  • Intraday Management: Keep track of incoming phone calls/emails in different teams and look at staffing at the same time, adjust schedules when necessary to achieve the highest productivity.
  • Back-up Team Manager during absence.

Who you are

  • Extensive work experience within a customer support team.
  • Very good language skills in the language which you will review employees and fluent English.
  • Experience in working with KPI’s.
  • Know how to prioritize tasks and follow up on ad hoc situations
  • Relevant experience or affinity with identifying and implementing improvements.
  • Willing to work in rotating shifts including evenings, weekends and public holidays.
  • Preferably 40 hours availability (Minimum of 32 hours)
  • Dutch Language skills is an advantage but not essential
  • Live close to Assen, or you are willing to commute to the Assen office

Here’s what we can offer you

This is your chance to become part of a fast but sustainable growing tech company! You will have an exciting role in a young, fast-growing, dynamic & international organisation. You'll be part of an enthusiastic, highly motivated team of 500+ international Catawikians; you'll have big responsibilities and can really create something. Additionally you can expect:

  • Working with a top notch team acting on a champions league level in a super complex dynamic environment; you will learn a lot!
  • A diverse and international team with over 50 different nationalities.
  • A great office located in the heart of Amsterdam with an easy-going atmosphere.
  • Our entrepreneurial environment encourages everyone to take initiative and experiment with new ideas. You’ll actively contribute to the growth of the Catawiki platform.
  • Tailor-made trainings to facilitate your personal and professional growth
  • The fun part! Our Activity Committee plans everything from ‘CataFooty’ to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
  • Stock Options: All Catawikians are granted 100 Stock Options after 12 months of service.
  • And there’s more! Paid holidays, holiday allowance and a fantastic pension plan paid for by Catawiki.

Diversity

Catawiki’s eclectic teams represent an international and intergenerational mix of people from different professional and cultural backgrounds. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story is, we encourage you to bring your unique perspective to the table.

Catawiki stands with Ukraine and encourages people displaced by the current conflict to apply. In addition to the several initiatives we’ve launched, we are open to hearing ideas on ways we can continue to support the humanitarian effort.

Our offices and new way of working

Catawiki is embracing an activity-based way of working, meaning employees are empowered to choose how they split their work week between the office and home. Most team members based in countries with Catawiki offices will collaborate from the office two days a week, and work remotely for the rest.

Our experts and sales staff in our local markets work 100% remotely – in most cases from their home offices. We also hire several other key positions remotely. We offer relocation services for new colleagues who need to work office-based.

Interested?

Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to Catawiki’s Applicant Privacy Policy.

Flexible Working
We champion flexibility. We’re continually incorporating hybrid elements, while employees choose how they split their work between the office and home.
Stock Options
We make sure all Catawikians can share in the company's success.
Excellent benefits
Our benefits are designed to ensure every Catawikian is energised, focused and thriving.

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