CS Ops Team Lead: AI-Ready Automation & Data

Sendcloud; Eindhoven; Hybrid; EUR 63,000 - 77,000; Full time

Benefits offered by this job

Salary €70,000+ per year including 8%

Hybrid office model

Learning budget

Pension and discounts

Job summary

Sendcloud is seeking a Team Lead CS Ops in Eindhoven to lead a 4–6 person team owning the systems, automation and data powering our Customer Support operations.

You will re-architect Zendesk, define the 1–3 year CS ticket strategy, and partner with CS leadership to align priorities and drive improvements. The role combines hands-on architecture with people leadership in a SaaS scale-up.

Qualifications

• Manage a team of 4–6 people in CS Ops and own Zendesk, IVR, chatbot, QA tooling.
• Design, automate and govern CS/CRM platforms (Zendesk, Salesforce, Freshdesk) and integrations.
• Define KPIs, data models, and write SQL to turn data into actionable guidance.
• Bachelor's or master's degree; fluent in English; comfortable with senior leadership.
• Nice to have AI in customer support, WFM/forecasting, or CRM migrations.

Responsibilities

• Re-architect Zendesk and make our systems AI-ready to scale automation safely.
• Define the one-to-three-year vision for CS ticket handling and build the roadmap with your team.
• Partner with CS leadership as a business partner; co-own priorities and run monthly strategy sessions.
• Challenge inefficient processes and improve them before automating.
• Lead, hire, coach and develop your team toward clear goals.
• Define KPIs and translate data into recommendations for CS leadership.
• Engage in architecture decisions and deep-dive analyses when needed.
• Speak up early if the ask and capacity misalign.

Skills

People management

Data-driven decision making

SQL proficiency

English fluency

Education

Bachelor's or Master's degree in Business, Management, IT, Information Systems or another relevant field

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Sendcloud is seeking a Team Lead CS Ops in Eindhoven to lead a 4–6 person team owning the systems, automation and data powering our Customer Support operations.

You will re-architect Zendesk, define the 1–3 year CS ticket strategy, and partner with CS leadership to align priorities and drive improvements. The role combines hands-on architecture with people leadership in a SaaS scale-up.