Customer Service Operations Lead

Fastned UK Limited; Netherlands; On-site; EUR 70,000 - 90,000; Full time

Benefits offered by this job

Training budget €3,000/year

Gym membership access

Pension plan

Stock option plan

Mental wellbeing support

Company trips

Job summary

Fastned is seeking a Customer Service Manager to lead the performance and development of its customer service operation. You will manage a 10-person team, partner with our BPO, and drive continuous improvements across processes, quality and performance.

You will collaborate with colleagues across Service Operations to scale support as Fastned grows and report directly to the Head of Service Operations. You will monitor CSAT, response and resolution rates to ensure service standards are met.

Qualifications

• 5+ years of experience in customer operations, customer service, or operations management.
• Proven experience in managing, coaching and developing teams.
• Experience working with a BPO or other external service provider.
• Experience with process optimisation, automation and continuous improvement.
• Familiar with performance metrics such as CSAT, response times, resolution rates and service levels.
• Strong communication skills and ability to give constructive feedback.
• Fluent in English; Dutch or another European language is a plus.

Responsibilities

• Lead a 10-person customer service team and manage our BPO partner.
• Drive continuous improvement across processes, quality and performance.
• Monitor service levels and identify opportunities to raise customer satisfaction.
• Collaborate with Service Operations and other teams to scale support as Fastned grows.

Skills

Customer operations

Team leadership

BPO experience

Process optimization

Performance metrics

Clear communication

English fluency

Job description

Fastned is seeking a Customer Service Manager to lead the performance and development of its customer service operation. You will manage a 10-person team, partner with our BPO, and drive continuous improvements across processes, quality and performance.

You will collaborate with colleagues across Service Operations to scale support as Fastned grows and report directly to the Head of Service Operations. You will monitor CSAT, response and resolution rates to ensure service standards are met.