Support manager
At Harlem Next we're looking for a Support manager (Quality & Monetization Specialist) who wants to join our Product team!
Full-time · Haarlem
Support manager (Quality & Monetization Specialist)
At Harlem Next we're looking for a Support manager (Quality & Monetization Specialist) who wants to join our Product team!
We are looking for a Support Manager (Quality & Monetization Specialist) to oversee and uplift the quality and efficiency of our customer support services, which are provided by an external partner. This role is crucial in ensuring high service standards while also developing and optimizing support scripts to drive user retention (Smart Saving) and unlock additional monetization opportunities.
Conduct regular audits of the external support partner to assess service quality, compliance with SLAs, and overall user satisfaction.
Develop, refine, and optimize support scripts to improve user retention (Smart Saving) and maximize monetization opportunities.
Identify weaknesses in current support interactions and propose solutions to enhance efficiency and customer experience.
Monitor and analyze key support metrics (response time, resolution rate, user feedback) to ensure continuous improvement.
Collaborate with internal teams (Product, Marketing) to align support processes with business goals and user engagement strategies.
Implement A/B testing for support scripts to determine the most effective communication strategies.
Gather insights from customer interactions to provide valuable feedback for product improvements.
Ensure compliance with platform policies, legal requirements, and industry best practices.
About Harlem Next
As part of our team you will continuously develop the online entertainment industry. HarlemNext is creating high-traffic web applications used by millions of unique users every day across all continents. With the volumes running through our applications we rank among the top users of Google Cloud Services worldwide.
We offer you a challenging and rewarding work environment with team members holding extensive experience in multiple different technologies, which gives you the opportunity to expand your knowledge on various levels. On top of our current applications, we are also watching the explosive growth of AI closely to ensure we are part of a revolutionary change in the online entertainment landscape.
At HarlemNext we’re a passionate team, driven by the technology we build and by the people we build it with. Are you ready to revamp the online entertainment industry together?
Proven experience in customer support, quality assurance, or service operations (preferably in online dating, SaaS, subscription-based businesses, or 'pay-as-you-go' models).
Strong analytical skills to evaluate support efficiency and identify areas for improvement.
Deep understanding of customer retention strategies and monetization techniques.
Excellent communication skills and the ability to craft effective and engaging support scripts.
Experience working with outsourced support teams, ensuring SLA compliance, and driving performance improvements.
A challenging and dynamic work environment with fun team outings.
Excellent employment conditions, including pension, annual bonus, travel expenses.
Incentive trip, office sports lessons, bicycle plan, healthy snacks, plenty of relaxation options including table tennis, and delicious lunch.
The opportunity to work on exciting projects and further develop your skills.
An informal company culture with room for personal initiative.
Are you drawn to this role and possess the required experience? Do you have a perfect command of English and preferably Dutch? If so, apply now to join our exceptional team at Harlem Next in Haarlem.
Do you have any questions about the vacancy? Please send them to recruitment@harlemnext.com