Head of Customer Experience & Trust

We're on a mission to become the go-to destination for students across Europe to find a trusted home away from home. We make every step of the rental journey simple and seamless, so students can focus on what really matters: studying, exploring, and growing. With HousingAnywhere, Kamernet, and Studapart under our roof, we're Europe's largest student rental platform. You'll find us in Rotterdam, Paris, and Cergy, always guided by our four core values: Ownership, We are enablers, We are changemakers, and We are connectors. We're looking for a Head of Customer Experience & Trust to be the guardian of the tenant experience on our unified platform. As we consolidate the HousingAnywhere and Studapart operations teams, you will lead a multi-site support and trust organisation across Rotterdam and Cergy and own not just how we respond to our users, but the content, policies, and safeguards that shape their experience before they ever contact us. Your role and impact - Lead the shift to AI-first support: Make our AI agent the first point of resolution for tenants and landlords, across all channels. Report on automated resolution, quality and CSAT as seriously as on human SLAs, and prioritise support needs in the Ops automation roadmap. - Set the direction for our AI agent: Decide what the AI agent should resolve, what it must never do, and when it hands over to a human. Set its resolution and quality targets, and approve how our policies are explained. Work with the Ops Project Manager, who owns the knowledge base and runs the AI agent day to day. - Redesign the team around AI: Lead the CS Team Managers in Cergy and Rotterdam and, through them, a team of experts with local market knowledge. Evolve roles so agents spend their time on complex, sensitive and high-value cases, and on training and supervising the AI. Build one standard way of working across both sites. - Own the rules: Own T&Cs and service policies with Legal, and approve how they are explained to users. The Ops Project Manager turns them into help content for users, our AI agent and our teams. - Get ready for high season: Build data-based capacity plans that factor in automation rates, and prepare each peak well ahead: staffing, AI agent coverage, and processes. Select, onboard and manage BPO partners to absorb peak volumes, with clear quality standards, SLAs and costs. Work with the Quality & Training Manager to train BPO agents and monitor their quality, and with the Ops Project Manager to give them the knowledge base and tools they need. - Raise the quality bar: Use the Voice of Customer insights and AI-assisted quality reviews led by the Quality & Training Manager to drive change in your teams and raise quality of service and all departments. - Own Trust & Safety, AI-assisted: Steer the content integrity and T&S vertical through the dedicated Team Lead in Rotterdam, who manages both sites. This covers listing moderation, fraud prevention and dispute handling. Use AI-based detection and moderation so we always display real content from real users, with human judgement on the final call. - Own the cancellation flows: All cancellation assessment and resolution flows sit with you, including post-cancellation retention and relocation. Automate what’s simple and keep a human touch where tenants need it most. - Protect our reputation: Protects the platform’s reputation on Trustpilot and Google, and acts on Voice of Customer insights from the Quality & Training Manager. Your profile - Professional experience: 5+ years in customer operations, with 2+ years leading multi-team or multi-site support organisations, ideally in a marketplace, travel or high-volume consumer platform. - Hands-on AI deployment: You have deployed an AI support agent in production, not just piloted one. You can show how you improved its resolution rate and quality over time. - Knowledge and content ownership: You have shaped T&Cs, help content or service policies with Legal and Product. You write rules that both people and AI can follow. - Trust & safety literacy : You have owned or worked hands-on with moderation, fraud prevention and dispute resolution, and can balance protection with conversion. - Data-driven: You run on SLAs, CSAT, automation and cancellation metrics. You know how to hold quality through seasonal peaks. - Peak and partner management: You have prepared support teams for seasonal peaks, and have selected and managed BPO partners, holding them to the same quality standard as your own team. - Change leadership: You lead through team leads and have taken a team through a change in roles driven by automation, keeping people engaged along the way. - Responsible AI: You know where AI should stop and a human should take over. You are familiar with GDPR and EU AI Act transparency requirements for customer-facing AI. - Languages: Fluent English required; French a strong plus. What's in it for you - Unlimited paid holidays, minimum-based not maximum! - Position based in our Rotterdam office with hybrid working policy (2 office days). - Flexibility to work remotely for up to 2 months per year! - 1,000 EUR personal development budget. - Complete coverage for commuting. - Personal equipment, including laptop and ergonomic setup. - Gym membership discount with GoVital or OneFit. - Dutch/English classes budget. - Variable pension scheme. - Diverse international community (46+ nationalities). - Pet-friendly office in Rotterdam city centre. - Team-building events and after-work drinks every Friday.