Quatt is an ambitious start-up that was founded in 2021 by two entrepreneurs and brothers from the Netherlands. Our goal is to accelerate the transition to sustainable heating in the Netherlands and abroad. Our first product is a smart, hybrid heat pump for the Dutch market. The Dutch government is strongly incentivizing 8 million homeowners to get rid of natural gas and start heating sustainably within the next few decades. Unfortunately, the current pace of heat pump installations is far too low. Therefore, Quatt is improving the overall customer experience, adding smart control software, simplifying the installation job and, last but not least, greatly enhancing the aesthetics. By doing so, we want to increase adoption by an order of magnitude. We are developing a highly advanced control system based on several AI technologies, like Machine learning and Deep learning. This system enables us to operate our heat pumps, in conjunction with already installed natural gas heaters, in the most cost- or energy-efficient way, at any given day. We estimate this can reduce heating costs by about 20%. By combining this with D2C sales & installation, Quatt is aiming to reach a payback time of 3-4 years; and thus a very quick uplift in sales. Quatt is working towards an installed base of 1 million heat pumps.

Job description

We’re dedicated to expediting the energy transition with sustainable home energy solutions accessible to all, aiming to assist 3 million households in making the transition by 2030. That’s why we're looking for a highly motivated and ambitious individual who's ready to roll up their sleeves and make a tangible impact on the climate change challenge we're tackling head-on. Are you ready to rise to the challenge?

As a Customer Service Process Specialist, you will be working on designing, streamlining and improving our Customer Service processes to make sure our customers have a great user experience with our products and customer service.

What you will do:

Develop, optimize and map out our Customer Service customer journeys, Customer Service (fulfilment & assurance) processes and supporting tools
Analyze data to generate insights around current bottlenecks, inefficiencies and/or risks in current Customer Service processes
Translate data-driven insights into action by translating these into (continuous) improvement initiatives
Generate continuous visibility into the performance of our processes by refining and defining KPIs and reports / tools
Collaborate with stakeholders (e.g., Customer Support manager, Head of Planning) to refine/implement improvement initiatives, and improve interfaces between different departments

Required profile