Customer Service Operations Coordinator (Dutch & English)

We are looking for a Customer Service Operations Coordinator to support the day-to-day operations of our Customer Service team. This role works closely with our People & Operations Coordinator and Customer Service Agents to ensure workflows run smoothly, escalations are handled effectively, projects move forward, and operational standards are maintained. This is a long-term, part-time position with the potential to grow over time. Responsibilities - Support daily Customer Service operations and workflows - Manage and follow up on Order Requests - Support Customer Service Agents with operational questions - Perform quality checks on customer conversations - Handle customer escalations within established guidelines - Assist with onboarding new team members - Maintain SOPs, documentation, and knowledge bases - Coordinate operational projects and improvement initiatives - Track tasks, deadlines, and project progress in Asana - Help implement new workflows, tools, and operational processes - Identify bottlenecks, recurring issues, and opportunities for improvement Requirements - Fluent or native Dutch - Fluent English - Experience in Customer Service, Customer Support, or Customer Operations - Strong organizational and follow-up skills - Experience working with SOPs and structured processes - Comfortable handling customer escalations - Strong written communication skills - Detail-oriented and proactive Strongly Preferred - Shopify experience - Gorgias experience - Asana experience - Ecommerce experience - Quality Assurance experience - Project coordination experience - Process improvement experience To Apply Please answer the following questions in addition to your CV: 1. Describe your experience with Customer Service Operations or Customer Support Operations. 2. What experience do you have with Shopify, Gorgias, and Asana? 3. Have you handled customer escalations? Please provide an example. 4. Have you performed quality assurance reviews of customer conversations? 5. Describe a project, workflow improvement, or operational initiative that you helped coordinate. 6. What is your Dutch proficiency level? We look forward to hearing from you.