Customer Operations Team Lead

TL;DR

Customer Operations Team Lead: Managing and developing an EU-based customer support team within a global SaaS company with an accent on SLA compliance, ticket quality, and workflow improvements. Focus on leading team performance, data-driven insights, and seamless collaboration across time zones.

Location: Hybrid in Amsterdam, Netherlands

Company

hirify.global is a fast-growing SaaS startup simplifying IT equipment deployment and management for remote and global teams, recognized as a top Dutch tech startup.

What you will do

• Oversee EU customer support operations ensuring SLA compliance and ticket quality
• Manage and develop the EU Customer Operations team including scheduling, coaching, and performance monitoring
• Analyze support data to identify trends and recommend operational improvements
• Collaborate with US team lead for global coverage and smooth handovers
• Maintain and optimize Zendesk reporting dashboards and workflows
• Drive continuous improvement in team quality, training, and support processes

Requirements

• Location: Hybrid work based in Amsterdam, Netherlands
• 4+ years in customer support or service operations and 2+ years in team lead or mentorship roles
• Advanced English proficiency (written and spoken)
• Experience with Zendesk or similar support platforms and data analysis
• Strong organizational, communication, and coaching skills
• Comfortable working in fast-paced, remote-first environments and using AI tools for workflow automation

Nice to have

• Zendesk admin experience
• Knowledge of IT lifecycle, logistics, or hardware asset management
• Experience with tools like Airtable, Retool, HiBob, or 15Five
• Background in scaling startups or SaaS environments
• Exposure to analytics tools and AI prompt design

Culture & Benefits

• Flexible hybrid work environment
• Top-notch tools and equipment provided
• Entrepreneurial culture with growth opportunities
• Regular off-sites and team bonding events
• Team lunches and surprise events