Freelance Customer Service Transformation Lead - Product & After-Sales

FYRON is developing rapidly and wants to further professionalise Customer Service and make it future-proof. That is why we are looking for a Customer Service Transformation Lead who can bring structure, improve processes and ensure that new ways of working and systems are successfully embedded in day-to-day practice.

Important:
This assignment requires experience in Customer Service within an organisation that develops, produces, sells and distributes physical products. You understand the dynamics of product-related customer questions, complaints, returns, warranty and after-sales. Experience from a pure service, IT, SaaS or consultancy environment is less relevant for this assignment.

You will analyse the current Customer Service processes, identify bottlenecks and translate these into an efficient and scalable way of working. You will bring clarity to roles, responsibilities and working agreements, while strengthening collaboration between Customer Service, Sales, Operations, Logistics, Finance and IT.

An important part of your role will be the implementation and further development of HubSpot Service Hub. You will ensure not only that the system is technically well configured, but, more importantly, that it fits the processes and is actually used effectively in daily practice.

You will work in a project-based way and develop a clear roadmap, oversee implementation and ensure proper embedding and handover to the organisation.