EU Customer Operations Lead | Hybrid & SLA-Driven Growth

Workwize; Amsterdam; Hybrid; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Flexible hybrid work

Tools & equipment provided

Pension scheme

Classpass corporate membership

Team bonding events

Team lunches

Job summary

Workwize is seeking a Customer Operations Lead to manage and develop our EU-based team within a global support operation spanning EU and US hours. You will own SLA targets, ticket quality, and continuous process improvements to ensure round-the-clock coverage.

You will lead daily standups, capacity planning, and 1:1 coaching with EU agents, driving KPI attainment and cross-functional collaboration with Product and Operations teams.

Qualifications

• 5+ years in customer support or service operations.
• 3+ years in manager, team lead, senior agent, or mentorship roles.
• Hands-on experience with Pylon or similar support platform (reporting, dashboards, workflows).
• Ability to structure, analyse, and interpret support data to influence team and operational improvements.
• Strong time management and organisational skills.
• Experience in fast-paced, remote-first environments.
• Advanced English (written and spoken).
• Comfort using AI tools (Pylon AI, macros, Co-Pilot, etc.) to automate workflows.

Responsibilities

• Oversee EU communication channels to ensure SLA compliance.
• Own EU reporting dashboards for the region with structured data and workflows.
• Analyse ticket data for volume trends, root causes, and agent performance.
• Share insights with CS Manager and cross-functional teams to drive improvements.
• Coordinate with US team leads to maintain seamless global coverage across time zones.

Skills

Team leadership

Data-driven

Pylon expertise

QA & ticketing

Time management

Remote-first experience

Advanced English

AI tools familiarity

Tools

Pylon

Airtable

Retool

HiBob

15Five

Looker/Power BI/Mode

Job description

Workwize is seeking a Customer Operations Lead to manage and develop our EU-based team within a global support operation spanning EU and US hours. You will own SLA targets, ticket quality, and continuous process improvements to ensure round-the-clock coverage.

You will lead daily standups, capacity planning, and 1:1 coaching with EU agents, driving KPI attainment and cross-functional collaboration with Product and Operations teams.