Overview
In this role you lead the Customer Support operations (4–6 people), shaping the CS systems, automation and data stack. You re-architect Zendesk and build an AI-ready foundation to scale, partnering with CS leadership on priorities and strategy. You drive KPI definition, dashboards and cross-team collaboration to improve efficiency and customer satisfaction. You will own a 1–3 year vision for CS ticket handling and translate it into actionable roadmaps. This is a hands-on leadership role in a fast-growing SaaS scale-up that values pragmatic problem-solving and data-driven decisions.
Arbeidsvoorwaarden / Benefits
- Salary starting from 70,000 annually with 8% holiday allowance
- 28 days of paid vacation
- 4 weeks sabbatical every 3 years
- home hybrid model with 500 home office budget
- gym and on-site perks like free lunch and fresh fruit
- pension scheme and employee discounts
Verantwoordelijkheden
- Re-architect Zendesk and enable AI-ready automation at scale
- Define 1–3 year vision and build team roadmap for CS ticket handling
- Partner with CS leadership to co-own priorities and report progress
- Challenge inefficient processes and improve them before automating
- Lead, hire, coach and develop team with clear goals
- Define KPIs and translate data into actionable insights for leadership
- Engage in architecture decisions and complex automations when needed
- Communicate early if asks and capacity don’t align
Belangrijkste vereisten
- Several years of leadership experience in a SaaS scale-up
- Proven experience running or shaping an operations function (CS/Help Center/CSM or sales operations)
- Deep hands-on experience designing and governing a CS/CRM platform (Zendesk, Salesforce Service Cloud or Freshdesk)
- Experience building automations, routing and integrations
- Data savvy with ability to write SQL and turn data into advice
- Bachelor's or master's degree in Business, Management, IT, Information Systems or related field
- Fluent in English and comfortable engaging with senior leadership
- pragmatic and hands-on
- critical and constructive
- strong stakeholder management
- Zendesk or other CS/CRM platforms
- Automation tooling
- Routing and integrations
Team Lead Operations (Customer Support) in Eindhoven werkgever: Jobrapido
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