Head of Customer Experience & Trust (AI)

Location: Rotterdam, Zuid-Holland, Netherlands; hybrid working with 2 office days per week. Remote work is available for up to 2 months per year.

Company

hirify.global operates hirify.global, Kamernet, and Studapart as a European student rental platform with sites in Rotterdam, Paris, and Cergy.

What you will do

• Lead the shift to AI-first support across tenant and landlord channels, setting automated resolution, quality, and CSAT targets.
• Define the AI agent’s scope, escalation rules, policies, and quality standards in collaboration with Operations, Legal, and Product.
• Lead customer support managers and multi-site teams in Rotterdam and Cergy, redesigning roles around complex cases, AI supervision, and a unified way of working.
• Plan for seasonal peaks, including staffing, AI coverage, processes, and the selection and management of BPO partners.
• Own Trust & Safety, including listing moderation, fraud prevention, dispute handling, content integrity, and AI-assisted detection.
• Own cancellation assessment, resolution, post-cancellation retention, relocation flows, and reputation management across Trustpilot and Google.

Requirements

• 5+ years of experience in customer operations, including 2+ years leading multi-team or multi-site support organisations.
• Experience in a marketplace, travel business, or high-volume consumer platform.
• Hands-on experience deploying an AI support agent in production and improving its resolution rate and quality over time.
• Experience shaping T&Cs, help content, or service policies with Legal and Product, including rules that people and AI can follow.
• Experience with moderation, fraud prevention, and dispute resolution, balancing user protection with conversion.
• Data-driven management using SLAs, CSAT, automation, cancellation metrics, and quality controls during seasonal peaks.
• Experience preparing support teams for seasonal peaks and selecting and managing BPO partners.
• Experience leading teams through automation-driven role changes while maintaining engagement.
• Knowledge of responsible AI, GDPR, and EU AI Act transparency requirements for customer-facing AI.
• Fluent English is required.

Nice to have

• French language skills.

Culture & Benefits

• Unlimited paid holidays with a minimum-based policy.
• €1,000 personal development budget and budgets for Dutch and English classes.
• Commuting fully covered; personal equipment includes a laptop and ergonomic setup.
• Variable pension scheme, gym membership discount, and a diverse international community of 46+ nationalities.
• Pet-friendly Rotterdam city-centre office, team-building events, and Friday after-work drinks.