CS Ops Team Lead: AI-Ready Zendesk & Automation

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

Benefits offered by this job

Learning budget

Sabbatical

Hybrid model

Home office budget

Pension scheme

Dog-friendly office

Commuting allowance

Company gym

Free lunch

Fresh fruit

Barista coffee

Monthly commuting allowance

Pension scheme (listed)

Job summary

Sendcloud in Eindhoven is seeking a Team Lead Operations (Customer Support) to own the systems, automation and data powering CS. You’ll re-architect Zendesk, define a 1–3 year vision for CS tickets and build the roadmap with your team.

You’ll partner with CS leadership as a business partner and coach a small team of four to six. You’ll work in a hybrid setup (3+ days in the office) with a focus on KPIs, data models and automation to improve efficiency, handling times and customer satisfaction

Qualifications

• Experience leading an operations or CS/CRM function in a SaaS scale-up.
• Designing, automating and governing a CS/CRM platform (Zendesk, Salesforce Service Cloud or Freshdesk).
• Data savvy: define KPIs, understand data models and write SQL queries.

Responsibilities

• Re-architect Zendesk and make our systems AI-ready to scale automation safely.
• Define a 1–3 year CS ticket vision and build the roadmap with your team.
• Partner with CS leadership as a business partner and align priorities.

Skills

Hands-on mindset

Critical thinking

People management

English proficiency

Architecture thinking

Education

Bachelor's or Master's in Business/IT/Information Systems

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

SQL

IVR/QA tooling

Job description

Sendcloud in Eindhoven is seeking a Team Lead Operations (Customer Support) to own the systems, automation and data powering CS. You’ll re-architect Zendesk, define a 1–3 year vision for CS tickets and build the roadmap with your team.

You’ll partner with CS leadership as a business partner and coach a small team of four to six. You’ll work in a hybrid setup (3+ days in the office) with a focus on KPIs, data models and automation to improve efficiency, handling times and customer satisfaction