Customer Experience Representative | Malt

We are a tech company with a human approach

  • Strong company culture fueled by 600+ Malters from 40+ nationalities
  • Multiple offices per country (France, Germany, Spain, Belgium, United Kingdom, the Netherlands and the Middle East)
  • Committed to equality and diversity (50% of people managers are women)
  • Strong career path policies allowing all Malters to develop and grow equally
  • Backed by renowned investors including ISAI, Eurazeo Growth, Goldman Sachs and BPI France

Explore your future career

As a Customer Experience Representative you will be in charge of improving the user experience, of both customers and freelancers, through all channels (phone, mail, chat, …).
Because Malt grows very quickly and the quality of the customer relationship is essential to our success, we are looking for resourcefulness, curiosity, problem-solving skills and a foolproof mindset! You will improve the service excellence of Malt and will be required to work with international teams as part of our growth in Europe.
You will report directly to the Head of Customer Care and the local stakeholders in both Belgium and the Netherlands. You will be based in Brussels or in Amsterdam but will also work for (and regularly visit) the other office.

Key responsibilities

  • Take charge of user’s requests & improve our marketplace and the user experience
  • You will have to bring a precise and fast answer to our freelancers and customers on all contact channels (emails, phone, Facebook, Twitter, Intercom) and act as a mediator in disputes between freelancers and clients to help them find an amicable solution
  • Manage complex cases on compliance, payments, invoicing, etc.
  • Participate in centralizing the feedbacks from our users, and help defining the improvements needed with our Product team
  • You turn your experience in expertise and feed our knowledge base and external FAQ
  • Take a step back to analyse user expectations and communicate them in a structured way to the product team and prioritise future Malt functionalities
  • Be at the heart of the product, become the expert on our platform and identify points frequently raised to customer service and suggest improvements for issues resolution towards our developers
  • The team’s 360° knowledge and expertise is beneficial to all teams at Malt and you participate in building efficient internal support flows
  • Carry out marketing and/or satisfaction studies with our members. User experience is the key to success at Malt! It turns a problem into a Wow-effect and turns a dissatisfied customer into a great ambassador!

About you

  • Able to work in Dutch and English, French is a plus
  • Experience in start-up/scale-up environments is a big plus
  • Rigorous, organized and able to navigate through complexity
  • Very good communication skills, especially written, and a high level of empathy
  • An autonomous problem-solver
  • Ability to work cross-functionally with product, marketing, communication, sales and operations teams

Click on this link for more information.