Senior Customer Service Leader, Global Ops & Automation

Jobster; Amsterdam; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Gross annual base salary €70,000 - €?1

Performance bonus 10%

12-month contract

Clothing allowance

40% employee discount

Product and brand training in Antwerp

Ownership and decision-making room

Job summary

Jobster is seeking a Senior Customer Service Manager to own and scale an international customer service operation. You will lead a 40+ team with a Shanghai unit, drive automation while maintaining premium service and hands-on involvement in peak periods.

You will mentor staff, refine processes, and partner with Product and Engineering to implement improvements. The role is based in Amsterdam, full-time, with office presence five days a week.

Qualifications

• Six to eight years of experience in customer service management with leadership track record.
• Ability to translate data into practical decisions while balancing customer experience and team needs.
• Experience in international customer service operations and cross-cultural collaboration.
• Proven ability to build dashboards and reports from customer service data.

Responsibilities

• Build a positive team culture through coaching and clear communication.
• Support recruitment, onboarding and development as the department grows.
• Lead and motivate the team with regular conversations and meetings.
• Translate objectives into practical plans and KPIs for service quality and efficiency.
• Review cases and handle escalations during backlog periods.
• Lead improvements to service workflows and automation with product/tech teams.
• Develop dashboards to monitor quality, workloads, and trends.

Skills

Leadership

Coaching

Stakeholder management

Dashboards

CRM software

Data analysis

English fluency

Cross-functional collaboration

Tools

CRM systems

Automation tools

Job description

Jobster is seeking a Senior Customer Service Manager to own and scale an international customer service operation. You will lead a 40+ team with a Shanghai unit, drive automation while maintaining premium service and hands-on involvement in peak periods.

You will mentor staff, refine processes, and partner with Product and Engineering to implement improvements. The role is based in Amsterdam, full-time, with office presence five days a week.