Operations Manager

Redspher; Vila Nova de Gaia; On-site; EUR 40,000 - 70,000; Full time

Job summary

Redspher is seeking an Operations Manager in Portugal to lead and optimize our support and logistics functions. You will own team KPIs, oversee multi-timezone operations, and drive automation initiatives to reduce manual work and speed up responses.

This hands-on leadership role requires strong stakeholder management and a proactive, data-driven approach. You will mentor a diverse team, coordinate across support, logistics, and tech, and ensure high-quality service while aligning with company

Qualifications

• Fluent in English; additional languages a plus (Portuguese or French).
• Proven experience managing or mentoring a team in support/ops.
• Strong client communication, written & spoken.
• Data-driven; defines, tracks, reports KPI metrics.
• Hands-on with ticketing tools like Zoho Desk and building automations.

Responsibilities

• Own operational KPIs for the team and company.
• Oversee support ticket queues and ensure SLAs/quality standards.
• Identify bottlenecks, redesign processes; create SOPs and docs.
• Drive workflow automation to reduce manual work and speed up turnaround.
• Mentor and coordinate a multi-timezone team across departments.
• Allocate capacity and plan future hires across shifts/timezones.
• Serve as main contact for partners and stakeholders to resolve escalations.

Skills

Team leadership

Client communication

Data-driven

Zoho Desk

Automation mindset

Cross-functional collaboration

Technology fluency

University degree

SaaS/logistics experience

Education

Bachelor's degree

Master's degree (advantage)

Tools

Zoho Desk

Job description

Key Responsibilities & Tasks

• 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 also collaborates 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

Easy4Prois 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-drivenOperations 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.