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Salary: EUR 70,000 - 0 / annual
SendCloud is Europe's leading e-commerce shipping platform, powering 30,000+ online retailers, marketplaces, and fulfillment companies. As Team Lead Operations (Customer Support), you will lead a direct team of 4–6 people who own the systems, automation, and data infrastructure that powers the customer support operation across eight markets.
Your responsibilities include:
• Re-architect Zendesk and modernize the CS tech stack to be AI-ready, enabling automation to scale safely without degrading customer experience
• Define and execute a 1–3 year vision for how customer support tickets are handled, building the roadmap with your team
• Partner with CS leadership as a business partner, co-owning priorities and running monthly strategy sessions
• Manage systems including Zendesk, phone/IVR, chatbot, QA tooling, routing, and automations
• Own data and BI responsibilities: data syncs, KPI definitions, dashboards, and insights that drive CS decisions
• Define KPIs and translate data into actionable advice for CS leadership
• Lead, hire, coach, and develop your team toward clear goals
• Dive into architecture decisions, complex automations, and deep-dive analyses when needed
• Challenge processes and stakeholders constructively; flag early when capacity doesn't match asks
You will sit within the Operations department alongside RevOps, Data Engineering, and Data Science & AI Automation teams, supporting one of SendCloud's key departments.
The role is hybrid (3+ days per week in office, based in Brabant or Limburg region). Full-time, 40 hours per week.
REQUIREMENTS:
• Several years of relevant experience, including proven people management
• Demonstrated experience running or shaping an operations function (customer support, Help Center, CSM, or sales operations) in a SaaS scale-up
• Deep hands-on experience designing, automating, and governing a CS/CRM platform such as Zendesk, Salesforce Service Cloud, or Freshdesk (Zendesk strongly preferred)
• Experience building automations, routing, and integrations
• Data savvy: ability to define KPIs, understand data models, write SQL queries, and translate data into strategic advice
• Bachelor's or Master's degree in Business, Management, IT, Information Systems, or related field
• Fluent in English; comfortable working with senior leadership
• Pragmatic, hands-on mindset; willing to dig into technical and architectural decisions
• Critical and constructive communication style; ability to challenge stakeholders and flag capacity constraints early
• Based in Brabant or Limburg region, excited to work from office at least 4 days per week
NICE TO HAVE:
• Experience with AI in customer support (chatbots, AI agents, knowledge base)
• WFM/forecasting experience
• CRM migration experience
