Operations Manager

Easy4 Pro; Porto; On-site; EUR 40,000 - 60,000; Full time

Job summary

Easy4Pro is seeking a hands-on Operations Manager to oversee a multi-timezone support and logistics team. You will drive KPI-based improvements, mentor staff, and ensure robust SLA performance while implementing automation to reduce manual work.

You will collaborate with carriers, clients, and internal teams to prioritize work, optimize processes, and maintain high service standards in a fast-growing logistics marketplace.

Qualifications

• Bachelor’s or Master’s degree and strong leadership background.
• Proven experience managing or mentoring a team in operations.
• Excellent written and verbal communication with stakeholders.

Responsibilities

• Own operational KPIs for the team and the company: track, analyze, report, and set targets.
• Oversee customer support queues in Zoho Desk, maintaining SLAs and quality.
• Identify bottlenecks in support and logistics workflows and lead process redesign.
• Drive automation to reduce manual work and shorten turnaround times.
• Supervise and mentor the team across shifts/timezones; set performance standards.
• Coordinate with departments to align on priorities and resolve escalations.
• Allocate capacity and plan future hires; act as liaison with carriers and clients.

Skills

Team leadership

Operations management

Data-driven

Client communication

Multitasking

SaaS/logistics familiarity

Education

University degree

Tools

Zoho Desk

Job description

Own operational KPIs for the team and the company : track, analyze, report on performance, and contribute to setting new targets.

Oversee customer support ticket queues (Zoho Desk), ensuring SLAs and quality standards are consistently met.

Identify bottlenecks in support and logistics workflows, and lead process redesign : including creating supporting documentation, SOPs, and internal communications.

Drive automation initiatives (workflow rules, macros, integrations) to reduce manual work and improve turnaround times.

Supervise and mentor the support and operations team: set performance standards, and coordinate across departments (support, logistics, tech) to keep everyone aligned with company goals.

Allocate team capacity and future hirings effectively across shifts/timezones;

Serve as the key point of contact for external partners (carriers, clients) and internal stakeholders, including calls to resolve escalations or align on priorities.

Profile & Requirements

Fluent in English (additional languages, especially Portuguese or French, are a plus).

Proven experience managing or mentoring a team, ideally in a support or operations setting.

Strong client communication skills - written, verbal, and video calls with both internal and external stakeholders.

Data-driven: comfortable defining, tracking, and reporting on KPIs.

Hands-on experience with support/ticketing tools (Zoho Desk or similar) and interest in building automations within them.

Dynamic, rigorous, team-oriented, and customer-focused; a self-starter who alsocollaborates well.

Flexible, cost-conscious, and persuasive in problem-solving.

Comfortable with technology and digital tools; curious about process and systems thinking.

University degree (B.S. or Master's).

Experience in logistics (2PL, 3PL, or 4PL) or a SaaS environment is a strong advantage

Redspher is a proud recipient of the

Referral & Growth Culture Award 2026

from Sprad. We were recognized with the

Strong Referral Culture Badge

for confirming that employee referrals are a structurally embedded and successful hiring channel within our organization, and the

Top Growth Culture Badge

for meeting the core criteria of a lived growth culture where development is integrated into employees' experience. Learn more about our culture on our talent page at careers.Redspher.Com

Easy4Pro is a leading logistics marketplace within the Redspher Group, focused on simplifying transport procurement. As the most successful and fast-growing start-up in Redspher's portfolio - Europe's leader in premium freight.

We're looking for a tech-savvy, KPI-driven Operations Manager

to oversee our support ticketing and logistics operations, mentor a multi-timezone team, and drive process automation. This is a hands-on leadership role: you'll be accountable for team and company KPIs, act as the key point of contact for internal and external stakeholders, and continuously optimize how we work.