Team Lead Operations (Customer Support)

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.

• 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

• 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

• 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