Head of Customer Service Operations

refurbed

full-time

Posted on: 12/19/2025

Location Type: Remote

Location: Remote • 🇪🇺 Anywhere in Europe

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Lead

About the role

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

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

Tip: use these terms in your resume and cover letter to boost ATS matches.

data analysisperformance managementworkforce managementcapacity planningschedulingAI-driven improvementsautomationoperational metricsCSATSLA

leadershipcoachingcommunicationempathystrategic thinkingpragmatismproblem-solvingchange managementdecision-makingteam development