Rutger Jongepier Email & Phone Number

Bloemendaal, Nh, Nl

Amsterdam, North Holland, Netherlands

- Maintain the responsibilities of the Head of Customer Support role, focusing on the EMEA, and APAC operations- Launched our Premium Support offering for our Tier 1 customers- Setup our Support operations for scale, company growth ±30% per year- Initiated, and managed the introduction of a new SLA- Chair a cross-departmental workgroup to maintain SLA compliance- Member of the Works Council (based in the Dutch Works Councils Act), the company has to consult prior to decisions that will majorly impact her employees, and ask for consent by acquisitions and mergers in both directions.- Managed team, operation, and service level through the COVID pandemic, including WFH complications, mental health issues, contagions, procedure changes, etc.- Start Support operations in our new location in Melbourne, Australia- Setup the Support organization for 24/5 Support - Setup a cross-departmental Content Management program, including our Knowledge Bases, Communities, Product training programs, and Webinars- Closely involved by the 600m acquisition of Bynder to THL in December 2022

Amsterdam, North Holland, Netherlands

- Maintain the responsibilities of the Global Head of Customer Support role- Responsible for the Technical Writing department- Hiring, coaching, and developing Technical Writers- Driving knowledgebase improvements; implemented write guidelines, market standards, CX improvements, etc.- Managing the Support department merger after the acquisition of Webdam- Cross-training within the global Support and Technical Writing teams on Bynder and Webdam- Aligning tooling, processes, and infrastructure between Bynder and Webdam Support- Set, and Manage departmental OKR’s

Amsterdam, North Holland, Netherlands

- Established the Support department from scratch, as first Customer Service hire of Bynder- Setting up tooling, infrastructure, and procedures - Hiring, coaching, and developing an international team of Technical Support Engineers- Expending in new markets out of Europe with local hires- Escalation Management- Solutions for multi-language Support offerings, and different time zones- Performance monitoring, both leading by metrics (data-driven) and people management- Surveying customers on Support satisfaction, AVG CSat above 98%- Established, and own the cross-departmental 24/7 Incident Procedure - Working closely with (peers of) Customer facing teams and the Product organization- Member of the Management Team

Kyiv, Kyiv City, Ukraine

The HHCK is a men’s society for the Dutch community, living in Kyiv, Ukraine.Meeting every 6 weeks for a diner and drinks, the goal of the meet up is to talk business, politics, developments, and Kyiv life.Members of this society are diplomats, CEOs, entrepreneurs, specialists, and everything in between.

Kyiv, Kyiv City, Ukraine

- On ex-pat bases worked for the Staffing Solutions branch of Daxx B.V. (Daxx Soft B.V.) in Kyiv, Ukraine as Representative of the Board and HQ locally, and Client Service Manager (Customer Success)- Account Management for our Western European, and American clients- Responsibility for the Brand Managers of our 4 offices in Kyiv, Dnepropetrovsk, Donetsk, and Kharkov- Responsibility for 9 Recruiters, spread over the 4 locations- Represent the HQ, and translate and monitor the execution of the HQ requests- Relation Management with diplomates, and other international company representatives, who were important for our business- Crisis Management; excesses of overnight office evacuation, company blackmailing, and a revolution- Relation Management with our ~160 developers on staff

Koog Aan De Zaan, North Holland, Netherlands

- Worked for the project-based Software development branch of Daxx B.V. (Daxx Web B.V.)- Consult customers on their Software needs- Create project descriptions for our PM’s and Developers in St. Petersburg, Russia - Language and culture translations between Dutch clients and Russian Project Managers- Representing the customer in the development process of custom Software- UI design for custom Software, e.g. Access Portal for Tele2 the Netherlands

Haarlem Area, Netherlands

- For a project of the municipality of the city of Haarlem, to provide second hand computers to families with a minimum income and a child in primary school, I set up a ServiceDesk for the maintenance of those computers- Setup a service center in a vacant room of a primary school, with test stations and needed hardware- Set procedures for both service execution, and computer intake- Managing 2 ServiceDesk employees

Bachelor, It Management

- In 2006/2007 I did an internship in Beijing, China for 6 months. - In 2008 I did an internship in St. Petersburg, Russia and Kiev.

Mbo, Information Technology