Customer Support Coordinator

JOIN ALPINE HEARING PROTECTION AND HELP BUILD THE #1 HEARING PROTECTION BRAND WORLDWIDE

Alpine is the ultimate destination to accelerate your career in digital growth. With our ambitious mission to triple the business in the next 5 years and become the global leader in hearing protection, we offer an unparalleled environment for growth-minded professionals who want to make a real impact.

At Alpine, you have the unique opportunity to be part of our exceptional team that is shaping the #1 worldwide brand in hearing protection. More than a billion people are at risk of hearing damage, and Alpine is on a mission to protect their hearing — and you can help us achieve this.

About the role: Customer Support Coordinator

As our Customer Support Coordinator, you’ll be the key point of contact for our international network of agents. You’ll oversee Tier 2 customer support, handling complex cases and escalations while driving the continuous improvement of our global service operations.

You’ll ensure that all agents are up to date on new products, develop and maintain training materials, and monitor service quality to make sure KPIs, and SLAs are consistently met, you’ll also analyze customer feedback and FAQs, translating insights into impactful content improvements across our website and support channels.

This is the perfect role for someone who thrives on building, optimizing and improving customer experiences. You’ll dive into data, experiment with ideas, and make a real impact on Alpine’s international success. 

You’ll report directly to the Head of Customer Operations and work closely with teams in e-commerce, marketing, and product. 

Responsibilities

• Oversee the performance of all international customer service agents who handle about 5000 emails and 500 calls per month.

• Act as the first point of contact for all agents and handle tier 2 customer service escalations. 

• Monitor the quality and tone of all social media responses, ticket handling and review platforms interactions (such as Trustpilot, Google…). 

• Conduct data deep-dives to identify opportunities for process and service improvements. 

• Create and maintain up to date training materials. 

• Monitor communication quality across all channels (email, chat, phone). 

• Collaborate with the Product team to stay aligned on product launches and updates, ensuring agents are always informed.

• Track, analyze and report on KPIs and SLAs using clear dashboards.

• Analyze customer contact reasons and translate insights into improvement online content such as FAQs.

• Maintain and continuously improve our AI Agent & Automation systems (chatbot).

• Proactively communicate with customers during delays, seasonal peaks or other service disruptions.

Your impact

• Contribute to Alpine’s mission of becoming the #1 brand in hearing protection worldwide.

• Help elevate our customer experience while learning from experienced colleagues.

• Protect the hearing of millions worldwide and make a tangible difference in people’s lives.

What do we expect from you? 

You are eager to learn, entrepreneurial, and comfortable getting hands-on with the details of customer operations. You bring a proactive mindset and genuine curiosity for improvement: 

• 2–3 years of working experience in customer service and/or ecommerce.

• Experience with customer ticketing systems (preferred). 

• A data-driven mindset with strong analytical and problem-solving skills. 

• Excellent English communication skills, both written and verbal.

• A structured way of working and attention to detail. 

• A love for working in a fast-paced, international scale-up environment. 

What can you expect from us? 

At Alpine, you’ll join a purpose-driven, international working environment in the booming hearing protection market. We combine a professional scale-up vibe with a passionate, young, and motivated team. We are a company where innovation, impact, and fun go hand-in-hand. We are B-Corp certified and deeply committed to people and planet. Here, your ideas are heard, and your work truly matters.   

Besides a competitive salary, we offer extraordinary benefits such as: 

• Excellent opportunities for professional growth and a generous training budget.   

• Access to the online learning platform GoodHabitz.  

• A work from home budget to set up your hybrid working arrangement.  

• A dynamic and supportive team with legendary team outings (sailing trip, overnights, Christmas parties).   

• Access to global events and festivals where Alpine is present—with free tickets!   

• Weekly free company workouts and lunch twice a week at the office.   

More information about Alpine as an employer can be found here.

We are located at a nice new office on the Europalaan in Utrecht. More information about our office can be found via this link.

Ready to make a real impact and drive the best customer service globally? 
Join Alpine Hearing Protection as Customer Support Coordinator and help us shape the future of hearing protection.