42hacks

Customer Support

• Responsible for the entire participant experience — from registration to conversion
• Community management: WhatsApp sequences, motivational content, daily support for participants throughout the challenge
• Conversion campaigns: Move participants to a public transport subscription after the challenge through personal advice, webinars and smart nudges
• Hands-on customer support: You personally answer tickets, step in during peaks, and are sometimes available in the evenings when it’s urgent
• Team leadership: You manage Jan (Support) and additional working students, set quality standards and ensure quick, empathetic responses
• Webinars: Organize and run weekly onboarding and switcher webinars — moderate yourself when needed
• Analyze support patterns: When 50 people ask the same question, you improve the journey so the question no longer appears
• Success stories: Support participants, collect testimonials and track NPS
• Social media: Create content that activates participants and grows the community
• my-mo support (20%): Ensure the support team also delivers high-quality support for my-mo

Head of Participant Experience – Customer Support