Team Lead - Customer Support Ops

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

Benefits offered by this job

Salary €70k+

8% holiday allowance

Learning budget €2k

28 days vacation

Birthday day off

Home office budget €500

Hybrid work 3+ days

Gym access

Dog-friendly office

Sendcloud Bar

Job summary

Sendcloud in Eindhoven seeks a Team Lead CS Ops to reshape Zendesk, build AI-ready automation, and turn data into better experiences for 30,000+ online businesses.

You will lead a four-to-six person team, own the systems, automation and data powering Customer Support, and set a 1–3 year vision for CS ticket handling. Based in Eindhoven, 3+ days in the office, with a hybrid work model.

Qualifications

• Deep hands-on experience designing, automating and governing a CS/CRM platform (Zendesk preferred).
• Data savvy: define KPIs, understand data models, write SQL queries.

Responsibilities

• Re-architect Zendesk and make systems AI-ready for scalable automation.
• Define 1–3 year CS ticket vision and roadmaps with the team.
• Partner with CS leadership as a business partner; manage priorities and monthly strategy sessions.
• Challenge processes to ensure automation improves efficiency and customer experience.
• Lead, hire, coach and develop the CS Ops team towards clear goals.
• Define KPIs and turn data into actionable guidance for CS leadership.

Skills

Zendesk

SQL queries

KPIs

CS/CRM platform

Education

Bachelor's or Master's degree

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

Team Lead - Customer Support Ops: Lead Sendcloud's CS Ops team in Eindhoven: reshape Zendesk, build AI-ready automation, and turn data into better experiences for 30,000+ online businesses.

Eindhoven (3+ days in office) | 40hrs per week

This is what you tell people at parties

We didn't become Europe's leading e-commerce shipping platform by playing it safe. Sendcloud powers 30,000+ online retailers, marketplaces, and fulfillment companies. Helping them ship smarter, grow faster, and actually get shit done for their customers. Boring logistics? Not here. We're building the platform that solves shipping, at scale, globally!

Customer Support helps our customers in eight markets, in their native language, and every ticket runs through the systems, automation and data your team builds. As Team Lead CS Ops, you rebuild that foundation, re-architecting Zendesk and making our stack AI-ready, so automation can scale without breaking the customer experience. You set the one-to-three-year vision for how we handle CS tickets, then make it happen.

The Role

As the Team Lead CS Ops, you lead a direct team of four to six people who own the systems, automation and data our Customer Support operation runs on. On the systems side, that means Zendesk, phone and IVR, chatbot and QA tooling, and the routing and automations behind them. On the data and BI side, it means data syncs, KPI definitions, dashboards and the insights that drive decisions in CS.

You share the same goals as CS (efficiency, handling times and customer satisfaction) and win them differently, through tooling, data and automation. You sit in the Operations department next to RevOps, Data Engineering and Data Science & AI Automation, supporting one of Sendcloud's key departments.

What you'll do

• 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 sessions on priorities, progress and strategy.
• Challenge the operation where needed, because a bad process stays bad when you automate it.
• Lead, hire, coach and develop your team towards clear goals.
• Define KPIs and turn data into advice that CS leadership acts on.
• Dive into architecture decisions, complex automations and deep-dive analyses yourself when the team needs it.
• Speak up early when the ask and the team's capacity don't match.

What you bring to the table

Personally

• You are pragmatic and hands-on: first make it work, then make it pretty. You'd rather dig into the architecture decision yourself than watch from a distance.
• You are critical and constructive. You challenge stakeholders, and you flag early when the ask and the capacity don't match.
• You are based in Brabant or Limburg and excited to work from the office at least four days a week.

Professionally

• Several years of relevant experience, including managing people, and proven experience running or shaping an operations function (customer support, Help Center, CSM or sales operations) in a SaaS scale-up.
• Deep hands-on experience designing, automating and governing a CS/CRM platform such as Zendesk, Salesforce Service Cloud or Freshdesk (Zendesk is a big plus), plus experience on teams building automations, routing and integrations.
• Data savvy: you define KPIs, understand data models, write your own SQL queries and turn data into advice.
• 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.
• Nice to have: experience with AI in customer support (chatbots, AI agents, knowledge base), WFM/forecasting, or a CRM migration.

Our Values

• No bullshit: Big egos suck. Be open, honest and transparent. Share your mistakes openly and learn from them. Don't just talk about problems, solve them.
• Grow & win: Be highly curious, adaptable & proactive. Embrace discomfort and change. Keep an open mindset and learn from others. You invest in our growth, so we invest in yours.
• Have fun: Work hard, laugh harder. Not everything has to be serious. Be yourself, especially if you're the good kind of crazy. Sendcloud is an adventure, not a corporate maze, enjoy the ride.

Benefits

• Salary - Starting from €70,000 annually, which includes an 8% holiday allowance.
• Brain Benefits - €2,000 learning budget · Courses, certifications & conferences · Growth in an international team
• Time Benefits - 28 days of paid vacations per year · Extra day off on your birthday · Swap public holidays for meaningful ones
• Sabbatical Benefits - 4 weeks fully paid every 3 years
• Home Benefits - Flexible hybrid model (3+ days/week in office) · €500 home office budget
• Body Benefits - Company gym · Free lunch every Monday · Fresh fruit · Barista coffee
• Travel Benefits - Monthly commuting allowance
• Future Benefits - Pension scheme · Employee discount programs
• Vibe Benefits - Dog-friendly office · After-hours drinks at the Sendcloud Bar

• We only accept applications from people who are already living in the Netherlands. Your application will not be reviewed and auto rejected if you do not have a registered address in the Netherlands.
• Are you comfortable working from our Eindhoven HQ at least 3 days per week?