Hybrid Customer Operations Lead: CSO & SaaS Success

Zero Friction; Oost-Vlaanderen; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work setup

Competitive salary

Professional development opportunities

Impact on growth

Job summary

Zero Friction is seeking a hands-on Team Lead to own two customer operation sides end-to-end across Belgium, the Netherlands, France and the UK. You’ll lead and coach a seven-person team in Client Services and Customer Success, ensuring fast, clear, and high-quality experiences for both end customers and business clients.

In this role you’ll monitor queues, manage workloads, set KPIs, and handle escalations while collaborating with Product, Sales, Finance and HR to align on strategy and

Qualifications

• Experience leading a customer-facing team in a SaaS or service context.
• Strong, approachable people manager who coaches and develops staff day-to-day.
• Hands-on with scheduling, process improvement and keeping KPIs and service levels on target.
• Customer-first mindset across suppliers and end customers.
• Fluent in Dutch and English with professional understanding of French.
• Experience in energy, utilities or billing environments.
• Experience in SaaS/customer-success context and a service/BPO environment.

Responsibilities

• Lead, coach and motivate your team of 7 across Customer Success and Client Services.
• Help SaaS customers onboard smoothly, drive value from the platform and maintain satisfaction.
• Lead Client Services for CSO clients: billing, meters, consumption and payment questions.
• Be hands-on, jump in on tricky cases, monitor queues and balance workload.
• Set and monitor KPIs for both sides: CSAT, NPS, CSAT, SLA, quality scores.
• Run QA and handle escalations to ensure clear, professional customer touchpoints.
• Create simple, consistent processes across countries; use tech/AI to improve efficiency.
• Share frontline insight with Product and collaborate with Account Management, Sales, Finance and HR.
• Shape how the two teams could grow closer together over time.

Skills

Leadership

People management

Coaching

Operational discipline

Scheduling

Process improvement

KPI tracking

Customer focus

Dutch language

English language

French language

Job description

Zero Friction is seeking a hands-on Team Lead to own two customer operation sides end-to-end across Belgium, the Netherlands, France and the UK. You’ll lead and coach a seven-person team in Client Services and Customer Success, ensuring fast, clear, and high-quality experiences for both end customers and business clients.

In this role you’ll monitor queues, manage workloads, set KPIs, and handle escalations while collaborating with Product, Sales, Finance and HR to align on strategy and