Janice De Jong

In my role as Head of Customer Support, I lead and strategize the overall direction of the Customer Support department, focusing on delivering exceptional service and aligning support operations with organizational objectives. My responsibilities encompass the full spectrum of departmental oversight, from strategic planning and team leadership to performance optimization and cross-functional collaboration.

Departmental Verticalization: Restructured the department for specialization, improving efficiency and targeted support. Team Leadership: Manage a high-performing team, Team Leaders, Quality Leads and through coaching, mentorship, and performance tracking. Customer-Centric Strategy: Developed a strategy focused on customer satisfaction, engagement, and loyalty. KPI Management: Set and track KPIs, driving improvements in response times, resolution rates, and customer satisfaction. Cross-Functional Collaboration: Work closely with Product, Sales, and Customer Success to ensure seamless support and customer advocacy. Risk Mitigation: Address and resolve escalated issues promptly, with a proactive approach to reducing customer pain points. Data-Driven Improvements: Leverage customer data and feedback to guide strategic support decisions.

As a dedicated professional, I excel in Relationship Management by establishing and nurturing robust connections with key partners such as the Looping Group, Plopsa, Snowworld, Ouwehands Dierenpark, to name a few, serving as their primary contact within the company. I have successfully implemented and executed a Customer Success Strategy aligned with organizational goals, prioritizing customer satisfaction, retention, and expansion.

Furthermore, I actively champion customer advocacy, representing their interests and feedback to various departments, driving customer-centric initiatives and improvements. Proficient in defining and tracking key performance indicators, I measure success through metrics such as customer satisfaction scores, renewal rates, and identifying upsell/cross-sell opportunities.

My commitment extends to proactively mitigating risks, addressing concerns promptly, and employing a meticulous approach to collecting and analyzing customer feedback for strategic decision-making.

Additionally, my strong communication skills are demonstrated through the preparation of regular reports and presentations, ensuring stakeholders are informed about customer success metrics, trends, and initiatives.

As Team Manager in Customer Experience I am passionate about providing the best possible level of customer experience and I am continuously driving and motivating performance improvements. I am solely responsible for the quality, efficiency, and employee satisfaction of the teams, the KPIs, goals, and SLAs connected to them. The output of the team is my responsibility.

Within and outside my circle of influence I proactively come up with solutions, plans, and strategies that enable my team and ultimately the department to achieve their goals and to work smarter.

I am a dedicated people manager who looks out for, and drives my team members' well-being, performance, and career growth.

Working on projects is something that is part of my daily responsibilities and integral to my DNA. Constantly striving for 'better' is what keeps me motivated and engaged.