Customer Success Expert - Dutch-speaker
Cowboy, Belgium

Cowboy is a Belgian startup that is developing innovative electric bikes for urban riders. Cowboy’s main goal is to improve urban mobility and take commuters to their destination in a more enjoyable, sustainable and efficient manner.

Founded in 2017 by entrepreneurs Adrien Roose, Karim Slaoui and Tanguy Goretti, Cowboy is headquartered in Brussels, Belgium. Cowboy is the winner of the Eurobike 2017, the Red-Dot bicycle design award 2018 and the Red-Dot Best of the Best award for the Cowboy 2.

With traffic congestion plaguing metropolitan areas, electric bikes are proving to be the fastest means of transportation, beating cars and ground public transport. Cowboy’s vision is to elevate the daily commute to the next level in terms of speed, comfort and freedom of movement around the city. Cowboy enhances the riding experience by unifying intelligent technology, delightful design and meticulous customer service.

Cowboy raised ten million EUR from international investors (including Index Ventures, Tiger Global and Hardware Club) in the Series A round in autumn 2018 and quickly sold out its entire stock of bikes in Belgium the following year. In April 2019, Cowboy launched its second model, the Cowboy 2, and introduced it to 8 additional countries (Germany, France, the Netherlands, Luxembourg, Austria, Italy, Spain and the United Kingdom). In June 2020, Cowboy unveiled its third generation electric bike, the Cowboy 3.

Cowboy is about ‘customer obsession’, creating a seamless customer experience and being close to our riders from the moment of discovery to the moment where a problem arises and when we want to be close to solve it. Building a new way to move in your city we aim to create long-term partnerships with our customers that are built on trust and care.

The customer success team is on a mission to help customers move freely through the city and feeling happy about Cowboy, delivering top-notch support and working out creative solutions to our customers’ problems, every single day. To achieve this goal, we’re looking for a passionate Customer Success expert to make the difference between great and excellent. As a member of the Customer Success Team, your responsibilities would include:

• Growing a deep understanding of Cowboy’s product, both on hardware amp; software
• Helping customers understand and use Cowboy’s powerful features to the fullest
• Troubleshooting, looking for both effective and efficient solutions for problems.
• Owning customer technical and repair issues, working with internal teams and partners to ensure rapid amp; high quality issue resolution
• Forwarding your customers’ voices in the business, directly impacting product development decisions within Cowboy
• Optimising and developing processes to improve customer success
• In general, being true guardian of customer’s success and happiness exploring the city

Requirements

We are looking for a entrepreneurial person who:

• Is fluent in English amp; native-level in Dutch
• Holds at least a Bachelor degree, ideally in Business amp; Economics or Engineering
• Is able to work and thrive in a fast-paced environment
• Has excellent communication skills (both written and verbal)
• Is comfortable speaking to a wide range of people covering a wide range of situations
• Is able to make a customer smile, even from behind a phone or computer
• Combines strong empathy with a solution-minded, goal-oriented mindset and approach
• Is a true team player. Taking ownership and taking care of your peers

Benefits

• Short-term contract (6 months)
• Become one of the key employees of a fast-growing startup
• Open, respectful and fun company culture
• Have a real impact on the company’s growth and evolution
• Work with people who love what they do every day

As soon as possible

Prior to applying, we invite you to fill in this questionnaire and to attach it in your application together with your CV, and do the following cognitive test.

Job Rewards and Benefits