Customer Support Manager

Are you looking for a fun and impactful job at a cool tech startup? Then you’re in the right place with us!

Nice to meet you! We’re Guardey

Guardey is part of the Gizmo Cyber ​​Group. At Gizmo Cyber ​​Group, we make cybersecurity solutions that are accessible to everyone. The Gizmo Cyber ​​Group includes the brands GOOSE VPN (B2C) and Guardey (B2B).
It all started five years ago with GOOSE VPN, the Dutch VPN provider, to ensure control in their online lives together with our users so that they can enjoy online safely and without limits.

We were increasingly asked for a solution for the business market. It’s not for nothing in Rotterdam that we say “don’t talk, but polish.” In September this year, we will launch our B2B SaaS solution, Guardey. Guardey makes safe working, regardless of your location, accessible and therefore accessible to SMEs (1-100 employees), which have been forgotten until now but are very vulnerable. What makes us unique is that we do not only focus on technology, but also on people. Namely, 95% of hacks or data leaks are due to human errors. With Guardey, we use gamification to train people in the field of cyber security and how everyone can contribute to it. So that the people become the strongest link.

We are a young and ambitious team (the average age is 29 years), and we work full of enthusiasm daily. You’ve come to the right place if you’re not afraid of big plans and have always wanted to help build and grow a company from the start. 🚀

What will you do as a Customer Support Manager?

You have a hybrid and cooperative function, where you manage a small team of 5 part-timers. Partly from the office, and partly from home.

As a Customer Support Manager, you and your team are the points of contact for all our customers. Customers with questions or problems can rely on you. You are only too happy to solve this for them and therefore also ensure that our product gets better every day.

We believe that together with our customers we can make the best product for them. You, therefore, work together with our Product Owner and the marketing team, so that we have the best product-market fit.

You are also busy coaching your team of customer support employees, both individually and in groups.

What are you responsible for as a Customer Support Manager?

We’re not into clean lines, but this is a good start:

• Improving the Customer’s Lifetime Value.
• Together with your team, you ensure that we help all customers as well and completely as possible (via telephone, email, chat, social media, reviews, newsletters, etc.)
• Analyzing data; you know exactly what is going on in your department. You monitor customer feedback and discuss it with the product team and marketing team.
• You proactively take action on tasks arising from various data analyses;
• Looks at processes with a positive critical eye; response to opportunities to further optimize and professionalize

Who do we see as our new Customer Support Manager?

• Entrepreneurial spirit – You build the brand together with a small team.
• You are driven and result-oriented
• You are critical, curious, and open-minded
• You are assertive and dare to ask for help
• You have a growth mindset and see challenges as learning opportunities, not failures;
• You are tech savvy and also have an affinity with tech
• You have good communication skills

What do we offer you?

• Salary appropriate to your position and experience.
• Contribute to the growth and development of a startup
• Travel allowance and/or work from home allowance
• Unlimited vacation days
• An ambitious and enthusiastic team of colleagues
• A fast MacBook, which you can also use privately 😉
• Telephone reimbursement
• Flexibility to organize your own days, times and location.
• Lots of opportunities and responsibility, with room for new initiatives
• The opportunity to practice for our ping pong and table football tournaments ⚽
• A flat organizational structure: lots of freedom, everyone makes an impact
• The coolest office in Rotterdam; a boat office on the Maas.

Are you the person we are looking for and do you want to build the coolest startups with us? Beautiful! Send your resume & motivation to Anouk ter Harmsel via [email protected].