Customer Support Manager – Driving Excellence & Innovation

Marktplaats in The Netherlands, and 2dehands and 2ememain in Belgium, are part of Adevinta: a global online classifieds specialist. The three brands are hosted on a multi-tenant platform, operated from our Amsterdam location, and are the top players in the classifieds space throughout the Benelux region. 

We offer consumers the opportunity to trade their unwanted products and contribute to a greener, circular economy. We offer businesses - of all sizes, from the smallest hobbyist to the biggest brands in Benelux - a platform to showcase their goods and services online to over 11 million monthly unique users.

What you’ll do ​& Who you are

Your Impact

We are entering an exciting new phase of growth, where customer experience and operational excellence are at the heart of our mission. We are looking for a proactive, hands-on leader with deep expertise in customer service operations who can drive change, push for improvements, and elevate our processes to the next level.

As a key member of the Customer Relations (CR) team, you will play a pivotal role in optimizing our customer service channels, technology, and feedback loops, ensuring that both our internal teams and external partners provide outstanding support. You will collaborate closely with Product, UX, Development, Sales, and Finance, as well as external vendors, to deliver a seamless and efficient customer journey.

As the department moves through a transformative phase, we are increasingly embracing AI as a key differentiator in how we deliver service. A general understanding of AI and its potential to enhance customer operations is therefore essential for this role.

Location: Amsterdam, Netherlands (with occasional travel to Belgium & across the Benelux region)

What You’ll Do
• Own and optimize the customer service journey, ensuring a smooth and effective experience for users.
• Drive initiatives to improve customer satisfaction (VoTC & QM/C-Sat) and ensure feedback loops lead to actionable improvements.
• Lead process innovation to enhance efficiency, reduce costs, and improve the quality of customer interactions.
• Manage incident resolution—developing clear processes, ensuring quick follow-up, and driving continuous improvement.
• Take ownership of our customer service tech landscape, including IVR, GDPR compliance, Salesforce, and channel structures.
• Oversee external vendor operations, ensuring they align with our high standards of service excellence.
• Work closely with stakeholders across the business (internal teams & external partners) to implement best practices and innovative solutions.
• Analyze and report on performance metrics, identifying trends and areas for growth.
• Act as the voice of the customer, ensuring their needs and concerns are heard and addressed effectively.
 

Who You Are
• You have 5+ years of experience in customer service senior roles
• You are fluent in Dutch and English (written & spoken) – minimum B2 level or higher.
• You are a driven problem-solver with a strong “make it happen” attitude—you don’t just identify challenges; you take ownership and deliver solutions.
• You excel in stakeholder management and can influence and collaborate with diverse teams across multiple functions.
• You are analytical, able to interpret data and turn insights into actionable strategies.
• You have a deep understanding of contact center technology and operations, including IVR, Salesforce, and multi-channel support structures.
• You have experience in process optimization and operational strategy, translating high-level business goals into practical execution.
• You thrive in a fast-paced, ever-changing environment and are always looking for ways to improve and innovate.

• You have a general understanding of AI and how it can be leveraged to improve customer service delivery and efficiency.

You already live in the Netherlands and are entitled to work here.

Benefits

Life at Adevinta comes with its perks! Our Adevintans enjoy the following benefits: 

• An attractive Base Salary 💸

• Participation in our Short-Term Incentive plan (annual bonus) 🏆

• Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon🌛well why not! just make sure you have internet connection! 🌍

• A 24/7 Employee Assistance Program for you and your family, because we care ❤️‍

• Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow 🌱 

On top of these, we also provide a range of locally relevant benefits. Wanna know more? Apply and ask our recruiters! ✨

Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
If you feel like you don’t meet all of the requirements for this role but are interested, please consider applying anyway. Research suggests that women and individuals from underrepresented groups may self-select out of opportunities if they don’t meet 100% of the job requirements. We strongly encourage people from historically excluded groups to apply and look forward to speaking with you.