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- Full-time
About the role
Key Responsabilities
- Own key parts of Upway BNL Operations value chain.
- Design, implement and improve processes to optimize customer experience and financial efficiency.
- Ensure we deliver on our very high Quality standards, and analyze customer feedback to keep raising the bar.
- Serve as the primary point of contact for leasing and payment provider partners on all operational and support matters.
- Work closely with the Amsterdam and Antwerp UpCenter Operations team, as well as other internal stakeholders.
- Act as the product and UX point of contact for the implementation and follow-up of new customer features.
- Bring the voice of the customer inside: Structure customer feedback and translate it into actionable insights for product development, commercial teams, and operations, ensuring recurring issues are solved structurally
- Own escalations and recovery: Act as the senior owner for major customer issues, coordinating internal teams and turning difficult moments into trust-building experiences.
Skills, knowledge & expertise
- Strong academic background in engineering, finance, business or similar
- 3+ years of experience in Operations, B2C Customer Success/ Support.
- Fluency in Dutch, proficiency in English, French is a plus
- Strong communication and leadership skills
- Outstanding problem-solving skills, with a keen eye for detail, root cause analysis, and data interpretation
- Proven experience leading customer facing teams across multiple markets or brands.
- Deeply customer-centric, always striving to enhance the Upway experience
- Comfort with working in a fast-paced and changing environment
- Energized by change and dynamic work setting
- Readiness to work on-site, we are based in Mechelen / Amsterdam
Why join Upway
- Impact: You are directly contributing to the decarbonization of mobility by giving thousands of e-bikes a second life.
- Autonomy: You are the owner of your team and region. We give you the tools, but you build the strategy.
- Growth: Join a Series C scale-up backed by top-tier investors (Sequoia, Exor) during our hyper-growth phase in Europe.
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