Team Lead CS Ops — AI-Driven Zendesk & Automation

Sendcloud; Eindhoven; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Salary from €70k+

Learning budget

28 days vacation

Hybrid work model

Pension plan

Gym access

Job summary

Sendcloud Eindhoven is seeking a Team Lead CS Ops to guide a 4–6 person squad owning Zendesk, IVR, chat tools, and data pipelines. You will shape the systems and automation that power eight markets, aligning with CS leadership on priorities and strategy.

You will define a 1–3 year vision for CS tickets, build a concrete roadmap, and partner across RevOps, Data Engineering and AI. The role demands hands-on architecture work, KPI definition and a data-informed approach.

Qualifications

• Experience running a customer support/CS operations function in a SaaS scale-up.
• Hands-on design, automation and governance of CS/CRM platforms such as Zendesk, Salesforce or Freshdesk.
• Data-driven mindset: define KPIs, understand data models and turn data into action.

Responsibilities

• Re-architect Zendesk and make our systems AI-ready to scale automation safely.
• Define a 1–3 year vision for CS ticket handling and build the roadmap with your team.
• Partner with CS leadership as a business partner: co-own priorities and run monthly strategy sessions.
• Challenge inefficient processes and avoid automating bad workflows.
• Lead, hire, and coach your team toward clear goals.
• Define KPIs and turn data into actionable guidance for CS leadership.
• Dive into architecture decisions and complex automations when needed.
• Speak up early if asks exceed team capacity.

Skills

People leadership

CS/CRM platform design

Data analysis

English communication

Education

Bachelor’s or Master’s degree in Business/IT/Info Systems

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Sendcloud Eindhoven is seeking a Team Lead CS Ops to guide a 4–6 person squad owning Zendesk, IVR, chat tools, and data pipelines. You will shape the systems and automation that power eight markets, aligning with CS leadership on priorities and strategy.

You will define a 1–3 year vision for CS tickets, build a concrete roadmap, and partner across RevOps, Data Engineering and AI. The role demands hands-on architecture work, KPI definition and a data-informed approach.