Customer Ops Lead: CSO & Success

Zero Friction; Gent; Hybride; EUR 70 000 - 90 000; Plein temps

Avantages offerts par ce poste

Hybrid work setup

Competitive salary & benefits package

Professional development opportunities

Direct impact on customer satisfaction

Résumé du poste

Zero Friction in Gent, Belgium, is seeking a hands-on Team Lead to own the two sides of our customer operation end-to-end. You will lead the Client Services and Customer Success teams across Belgium, the Netherlands, France and the UK, coach people, manage queues, and ensure fast, clear, high-quality experiences for customers.

This is a hands-on role with growth potential as we expand, offering hybrid work, a collaborative culture, and real impact on customer satisfaction and company growth.

Qualifications

• Experience leading a customer-facing team, hands-on and close to both the team and the customer.
• Strong, approachable people manager with coaching skills and cross-department alignment.
• Operational experience with scheduling, process improvement and keeping KPIs and service levels on target.
• Genuine customer-first mindset; fluent in Dutch and English with professional French understanding.

Responsabilités

• Lead, coach and motivate your team of 7 across Customer Success and Client Services.
• Onboard SaaS customers smoothly, drive value from the platform, and flag risks or opportunities to Account Management.
• Lead the Client Services team handling end-consumer contact: billing, meters, consumption and payment questions.
• Be a hands-on, present team lead: jump in on tricky cases, monitor queues, and manage workload and staffing.
• Set and monitor KPIs that matter on each side (NPS/CSAT, CSAT, first-contact resolution, SLA, quality scores).
• Run quality assurance and handle escalations calmly to ensure a clear, professional experience.
• Build simple, consistent processes across countries, and use technology and AI to improve efficiency.
• Share frontline insight with Product, coordinate with Account Management, Sales, Finance and HR to stay aligned.
• Help shape how the two teams could grow closer together over time.

Description du poste

Zero Friction in Gent, Belgium, is seeking a hands-on Team Lead to own the two sides of our customer operation end-to-end. You will lead the Client Services and Customer Success teams across Belgium, the Netherlands, France and the UK, coach people, manage queues, and ensure fast, clear, high-quality experiences for customers.

This is a hands-on role with growth potential as we expand, offering hybrid work, a collaborative culture, and real impact on customer satisfaction and company growth.