English Country Manager

Take the lead in support operations, content and communications for English-speaking markets, championing the customer experience and fueling growth across different regions.

Functieomschrijving

At JouwWeb (and Webador, our international brand), our mission is to make entrepreneurship accessible for everyone. As our English Country Manager, you’ll be the driving force behind an excellent experience for English-speaking users. You will localize our tool and communications, guide and encourage prospective customers via email and social media, and spot opportunities to improve the product and customer journey. You will work closely with other Country Managers and serve as a bridge between the English market and internal teams like Marketing and Development to share valuable user insights. Your work directly influences customer satisfaction, retention and growth in different regions.

You will work on

• Delivering support via email and social media for small business owners building their website, with a growth mindset.
• Helping to identify and prioritise product and customer experience improvements, driven by customer insights.
• Contributing to improve key support metrics like retention, CSAT, and first response time.
• Identifying growth opportunities in English-speaking markets, from new online channels to email marketing, in collaboration with the marketing team.
• Managing our English native team members and working closely with our customer support team leads.
• Designing experiments to localise customer communication, from the website to direct customer interactions.
• Ensuring product updates are promptly reflected in the knowledge base, response templates, or monthly update mail, working English-first.
• Contributing to AI-, data-, and tech-driven projects to optimize tooling such as Zendesk and chatbot systems, workflows, and automations.
• Maintaining and strengthening Webador's presence and reputation across various online review platforms.

Vereisten

Who we are looking for

• 3+ years in a support, communication or e-commerce related role, with excellent written and verbal communication skills.
• Experience in international English-speaking support operations and understanding of regional differences.
• Native or near-native English; no Dutch required.
• Strong project management skills, with a structured approach and the ability to maintain clear oversight across multiple priorities.
• Comfortable with data analysis such as CSAT and ticket trends, and with AI tools.

What you get in return

• Learning and development budget: 5% of your annual salary.
• A solid pension plan with no personal contribution.
• We meet every week during the team day at the office; the rest of the week you decide where you work best, at home or in the office.
• A professional yet informal environment with a flat structure and minimal meetings.
• Fun extras when we hit company targets, including surprises, team outings, and additional bonuses.

About JouwWeb and Webador

With JouwWeb, small business owners can easily create a professional website or online store they are proud of. New AI features in the tool make starting a website truly effortless.

More than 350,000 paying customers worldwide use the service. Despite this growth, the company remains a relatively small team of 50 colleagues where everyone aims to make as much individual impact as possible.

The team keeps things simple, both in the product and in its processes. It works in a data-driven way and validates hypotheses with experiments, with few meetings and a focus on meaningful improvements.