Sendcloud · Retail and e-commerce
Team Lead Operations (Customer Support)
- Eindhoven (Hybrid)
- €70,000 / year
Still open on Sendcloud's site · checked just now
- Level
- Lead or manager
- Education
- Bachelor's degree
- Posted
What you'll do
As written by Sendcloud · Read the original
🧐 The Role
As the Team Lead Operations (Customer Support), you lead a direct team of four to six people who own the systems, automation and data our Customer Support operation runs on. On the systems side, that means Zendesk, phone and IVR, chatbot and QA tooling, and the routing and automations behind them. On the data and BI side, it means data syncs, KPI definitions, dashboards and the insights that drive decisions in CS.
You share the same goals as CS (efficiency, handling times and customer satisfaction) and win them differently, through tooling, data and automation. You sit in the Operations department next to RevOps, Data Engineering and Data Science & AI Automation, supporting one of Sendcloud's key departments.
🎯 What you'll do
Re-architect Zendesk and make our systems AI-ready, so AI and automation can scale safely.
Define the one-to-three-year vision for how we handle CS tickets, and build the roadmap to get there with your team.
Partner with CS leadership as a business partner: co-own priorities and run monthly sessions on priorities, progress and strategy.
Challenge the operation where needed, because a bad process stays bad when you automate it.
Lead, hire, coach and develop your team towards clear goals.
Define KPIs and turn data into advice that CS leadership acts on.
Dive into architecture decisions, complex automations and deep-dive analyses yourself when the team needs it.
Speak up early when the ask and the team's capacity don't match.
Skills
Stack
- SQL
Working languages
English
Salary & benefits
🎉 Benefits
💸 Salary - Starting from €70,000 annually, which includes an 8% holiday allowance.
🧠 Brain Benefits - €2,000 learning budget · Courses, certifications & conferences · Growth in an international team
🌴 Time Benefits - 28 days of paid vacations per year · Extra day off on your birthday · Swap public holidays for meaningful ones
✈️ Sabbatical Benefits - 4 weeks fully paid every 3 years
🏡 Home Benefits - Flexible hybrid model (3+ days/week in office) · €500 home office budget
💪 Body Benefits - Company gym · Free lunch every Monday · Fresh fruit · Barista coffee
🚌 Travel Benefits - Monthly commuting allowance
🪑 Future Benefits - Pension scheme · Employee discount programs
🐾 Vibe Benefits - Dog-friendly office · After-hours drinks at the Sendcloud Bar
Company
Last checked . The details above were extracted automatically; the employer's original posting is the authority.
