Head of Customer Service Operations
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Job Description
Head of Customer Service Operations leading and scaling second-level customer service teams in a remote-first environment. Focused on operational excellence and innovation in a sustainable marketplace.
Responsibilities:
- Own and steer daily Customer Service Operations, ensuring stable performance across all second-level teams against clear KPIs
- Lead and develop the Operations Team Leads, coaching them into strong, autonomous leaders and ensuring a consistent and fair standard of performance management across teams
- Use data to drive operational impact, turning insights from CSAT, quality, efficiency, and SLAs into concrete actions and measurable improvements
- Identify and implement AI- and automation-driven improvements, prioritizing high-impact use cases and supporting teams through adoption and change
- Manage incidents and critical escalations, ensuring clear ownership, fast resolution, and documented learnings to prevent repeat issues
- Continuously review and challenge existing processes, bringing fresh perspective and external best practices to scale quality, efficiency, and customer experience
Requirements:
- You bring proven experience leading multiple Team Leads in Customer Service or Operations, ideally in a fast-scaling, tech-driven or e-commerce environment
- You have a strong operational backbone and are comfortable owning performance across several teams with different scopes (e.g. escalations, payments & fraud, community management)
- You are highly data-driven and confident using operational metrics (CSAT, SLAs, quality, productivity) to steer decisions and prioritize impact
- You have experience building or professionalizing workforce management (forecasting, capacity planning, scheduling), even where structures or tools are still evolving
- You bring a tech- and AI-driven mindset, with curiosity and pragmatism around automation, tooling, and scalable improvements
- You are a clear and confident communicator, able to guide teams through change with empathy while holding high performance standards
- You combine hands-on pragmatism with strategic thinking, and are comfortable zooming in on daily ops while contributing to longer-term improvements
- You lead with empathy and transparency, but also have the courage to make tough decisions when needed
Benefits:
- You'll have access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.
- We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.
- We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.
- We care about a healthy work/life balance.
- We not only function and support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too 😊
- You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops
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