Team Lead, AI-Driven Customer Support Ops

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

Benefits offered by this job

Learning budget €2,000

Paid vacation 28 days

Sabbatical after 3 years

Home office budget €500

Company gym

Free lunch

Commuting allowance

Pension scheme

Dog-friendly office

After-hours drinks

Job summary

Sendcloud in Eindhoven is seeking a Team Lead Operations (Customer Support) to steer a four-to-six person team and own the systems, automation and data powering CS. You’ll re-architect Zendesk, set 1–3 year vision, partner with CS leadership, and drive KPI-defined improvements through tooling and data.

Based in Brabant (Eindhoven) and Limburg, you’ll work from the office 3+ days a week in a hybrid setup, shaping an AI-ready support stack while guiding a high-impact customer experience function.

Qualifications

• Bachelor's or master's degree in Business, Management, IT, Information Systems or another relevant field.
• Fluent in English and comfortable working with senior leadership.
• Deep hands-on experience designing, automating and governing a CS/CRM platform such as Zendesk, Salesforce Service Cloud or Freshdesk.

Responsibilities

• Re-architect Zendesk and make our systems AI-ready, so AI and automation can scale safely.
• Define the one-to-three-year vision for how we handle CS tickets, and build the roadmap to get there with your team.
• Partner with CS leadership as a business partner: co-own priorities and run monthly strategy sessions.
• Lead, hire, coach and develop your team towards clear goals.
• Define KPIs and turn data into actionable advice for CS leadership.

Skills

SaaS scale-up operations

Zendesk automation

Data-driven decision making

SQL querying

Leadership & coaching

KPI definitions

Education

Bachelor's or Master's in Business/IT

Information Systems background

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Sendcloud in Eindhoven is seeking a Team Lead Operations (Customer Support) to steer a four-to-six person team and own the systems, automation and data powering CS. You’ll re-architect Zendesk, set 1–3 year vision, partner with CS leadership, and drive KPI-defined improvements through tooling and data.

Based in Brabant (Eindhoven) and Limburg, you’ll work from the office 3+ days a week in a hybrid setup, shaping an AI-ready support stack while guiding a high-impact customer experience function.