Customer Experience & Operations Leader · Rotterdam
Customer experience,
built as a system.
I connect support, product, sales and operations—turning recurring customer signals into scalable processes, better decisions and practical products.
SpeakseeSighubLiteBitAmdax
ProfileCustomer experience · Operations · Team leadership · Product building
Profile
I create structure where customer work becomes messy.
My background spans fintech, regulated digital assets and accessibility technology. Across those environments, the recurring job has been the same: make customer signals visible, align teams around them and build a system that scales beyond individual effort.
I work as the coordination layer between support, product, sales and operations—without losing the customer context that should shape the decision.
Structure
Turn fragmented customer work into clear ownership, data and repeatable workflows.
Scale
Increase support capacity through tooling, self-service, coaching and better process design.
Signal
Translate recurring customer friction into product feedback and operational decisions.
Build
Move from problem definition to functioning systems, internal tools and B2B software.
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Experience
A career built around customer systems
From frontline service to end-to-end CX ownership.
Aug 2024 - Present
Customer Experience ManagerSpeaksee · Rotterdam
Own the CX structure across support, product and operations at head-of-CX level, reporting directly to the COO.
- Established HubSpot as the shared customer-data source across support, sales and operations.
- Built Mixpanel dashboards, customer journeys, health scoring and churn-reduction workflows.
- Built a role-based AI onboarding platform and scaled support through self-service without adding headcount.
Feb - Jun 2024
Customer Success CoordinatorAmdax · Amsterdam
Supported high-net-worth clients in a regulated institutional digital-asset environment.
- Improved Intercom chatflows and self-service workflows.
- Coordinated service requests across internal owners.
Mar 2021 - Oct 2023
Customer Support Team LeadLiteBit · Rotterdam
Led a support team of more than 20 agents through peak growth and high-pressure crisis recovery.
- Owned recruitment, onboarding, coaching and day-to-day leadership.
- Cleared a roughly 3,000-ticket backlog and helped recover Trustpilot from about 2.4 to 4.0.
- Optimized Zendesk, macros and escalation systems.
Apr 2018 - Mar 2021
Customer Support / Social Media MarketeerLiteBit · Rotterdam
Combined frontline support with social media and community ownership.
- Created feedback loops between support, product and marketing to improve retention.
May 2016 - Apr 2018
AR Service AssociateZilveren Kruis · Zwolle
Started in accounts receivable and progressed into service-department setup and onboarding.
- Helped establish new service departments in Leiden and Zoetermeer.
- Coached new hires on content knowledge and conversation structure.
Selected work
Three cases that show how I operate.
Each case starts with a different problem—fragmented renewal data, a multi-product CX operation and crisis-scale support—but follows the same pattern: clarify the signal, define ownership and build a system that holds up under real use.
01 / PRODUCT
Read case studySighub Renewal Radar
Solo-built a HubSpot app that turns fragmented CRM renewal signals into one clear owner task with the evidence attached.
02 / CX OPERATING SYSTEM
Read case studySpeaksee CX infrastructure
Connected customer data, journey analytics, onboarding, self-service and retention signals across a hardware-and-software environment.
03 / LEADERSHIP & RECOVERY
Read case studyLiteBit crisis recovery
Led a 20+ person support operation through a post-breach backlog, then rebuilt workflows, escalations and customer trust.
3,000 to 0Backlog recovery under high pressure
Expertise
The disciplines behind the outcomes.
My strongest work happens where customer experience, operations, data and product overlap.
HubSpotZendeskIntercomMixpanelMiroJiraNotionSlackAI tooling
CX Strategy & Operations
Design the structure, ownership and operating rhythm behind a consistent customer journey.
Team Leadership
Recruit, onboard, coach and stabilize teams while maintaining quality under pressure.
Process Design & Automation
Reduce manual handling through self-service, routing, AI-assisted workflows and clear escalation logic.
Customer Signal Analysis
Use qualitative feedback and product data to identify drop-off, friction and retention risk.
Cross-Functional Alignment
Connect support, product, sales and operations around shared evidence and an owned next move.
Support Optimization
Improve capacity, consistency and resolution speed through tooling, knowledge and workflow design.
Foundations
Education, languages and continued learning.
Account Management
Associate's Degree, Deltion College, Zwolle · 2012-2014. Social Media Marketing, LOI · 2019.
Building with modern tools
Vibe Coding L3: Gold, Lovable · February 2026. Introduction to Polkadot, edX Verified · January 2023.
Working across contexts
Dutch native. English professional. Turkish conversational.
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Thinking
Original writing
A point of view built from practice.
010203
Signals before dashboards
Information becomes operational only when it changes what happens next.
The last mile of operational software
Detection is incomplete without ownership, context and changed behaviour.
Build before scale, but not forever
Build enough to deserve a real test. Then let the test edit the product.