Customer
Experience
Specialist
"A Kaddey customer isn't just buying a trolley. They're investing in something they'll take on the course for years."
Apply for this roleThis role is the human face of a brand that 30,000 customers trust with products they'll use for years. You join an existing CX colleague and together form the front line of every customer relationship Kaddey has — before the purchase, after it, and through any friction in between. The expectation isn't to close tickets efficiently. It's to make every customer feel like Kaddey is genuinely on their side.
The challenge is specific to premium golf. Customers reaching out are often deeply invested — emotionally and financially — in their equipment. They want to speak with someone who understands the game, knows the product ecosystem inside out, and communicates with the same standard the brand projects everywhere else. Service and sales are two sides of the same coin: a customer asking about bags after buying a trolley is an invitation, not a distraction. Over time, this role grows into leading the CX function entirely — setting standards, building process, and shaping how Kaddey scales its customer relationships into new markets.
This is the role that makes sure every customer, wherever they are in Europe, feels like Kaddey is by their side.
customers across Europe
Trustpilot rating
founded in Amsterdam
active European markets — NL, DE, FR, UK
What you'll own
Day-to-day Service
You handle the full customer queue via Richpanel across email, live chat, social comments, and WhatsApp. Order status, shipping queries, returns, refunds, and exchanges are managed directly in Shopify — without escalation for routine situations. When a difficult moment calls for a phone call or going further than the script, you make that call.
Commercial Service
You handle pre-sales enquiries with genuine product knowledge — not just answers, but conversations that help a customer find the right product for their game. You spot natural upsell moments and handle them with warmth, not pressure. Being friendly and commercial are not in conflict here; you treat them as the same thing.
Process & Tooling
You own and improve Richpanel: macros, automation rules, ticket routing, and AI-assisted responses. You use AI tools to absorb routine volume, protecting your time for conversations that genuinely need a human. You document processes so quality stays consistent regardless of who is handling the queue.
Team & Growth
Over time, you take the lead on CX — setting standards, onboarding new team members, and owning quality as volume grows. You feed customer insights back to the wider team: what's causing confusion, what's generating praise, what product questions are spiking ahead of a launch. You chip in on campaign moments and product drops when the team needs support.
The measure of success,
by chapter
Independent in the queue
You're fully onboarded into Richpanel and Shopify and handling the queue without hand-holding within two weeks. Product knowledge is solid enough to handle pre-sales and post-purchase questions without escalation.
Consistent, commercial, on-brand
Response quality is consistent and on-brand across all channels and languages. At least one Richpanel workflow improvement is identified and live. Commercial moments — upsells, product introductions — are happening naturally as part of service.
Speed, resolution, reputation
First response time and resolution rate tracked every week. Trustpilot review volume monitored as the clearest signal of whether customers feel genuinely looked after. These numbers reflect what the brand promises.
The person
we're looking for
An active golfer. You play regularly and genuinely understand what golf means to someone who takes their equipment seriously. You can talk to a customer about their game, their setup, and their expectations with real credibility — not scripted product knowledge.
Fluent in English and at least one European language. Dutch, German, or French to a professional written standard — our customer base spans NL, DE, FR, and the UK, and every response should feel native, not translated.
Experienced on Richpanel or a comparable CX platform. Gorgias and Zendesk both count. You're comfortable owning the tool — macros, workflows, automation — not just using it to respond.
Shopify-confident on order management. Orders, refunds, returns, shipping labels, customer records — you navigate Shopify admin without needing a guide. Routine operations don't slow you down.
Genuinely service-oriented. You enjoy helping people. You stay calm when a customer is frustrated, you don't take it personally, and your composure is consistent whether the queue is quiet or the inbox is on fire.
Commercially aware without being pushy. You understand that great service and smart selling are not in conflict. You spot the right moment to introduce a product or suggest an upgrade — and you do it as part of the conversation, not as a detour from it.
Process-disciplined. You follow agreed workflows, document exceptions, and maintain quality when the queue is long. Consistency is not something you deliver only when it's easy.
AI-native in your workflow. You use AI tools to handle routine responses efficiently so your time is protected for conversations that actually need a human. This is already how you work, not something you're willing to try.
The brand is ready
for you.
We review every application personally. The process takes 2–3 weeks. We move at pace because good candidates don't wait.
Three customer responses — delayed shipment, competitor compatibility question, price justification. Warm, direct, no templates.
Your answer to the process question: how would you reduce team time on a repeated FAQ without compromising the customer experience?
What golf equipment do you currently play with and why? A genuine answer from a genuine golfer.