Group Customer Operations Manager (SaaS)

TL;DR

Group Customer Operations Manager (SaaS): Scaling and optimizing customer support and sourcing operations to achieve world-class performance. Focus on leading managers, owning complex operational roadmaps, and driving efficiency through automation and data-driven decision-making.

Location: Remote (based in Amsterdam preferred)

Company

hirify.global is an automated SaaS platform simplifying hardware deployment, management, and retrieval for remote teams globally.

What you will do

• Manage and develop team leads across support and sourcing departments.
• Own end-to-end SLA performance and operational roadmap execution.
• Drive tooling prioritization including AI chatbot oversight and automation investments.
• Conduct capacity planning to anticipate hiring needs and organizational structure growth.
• Ensure workflow optimization to support team autonomy and scale.
• Represent customer operations in strategic cross-functional syncs.

Requirements

• Proven track record leading customer operations or support functions in a high-growth SaaS environment.
• Experience managing managers (Team Leads) is essential.
• Expertise in structuring and executing complex, time-bound project roadmaps.
• Strong data-driven analytical mindset with experience building performance dashboards.
• Exceptional problem-solving skills with a focus on measurable operational outcomes.
• Professional proficiency in English.

Nice to have

• Zendesk admin or advanced configuration experience.
• Experience with tools such as Filament or Airtable.
• Background in AI training or deflection optimization.
• Experience in operations-heavy or multi-time-zone environments.

Culture & Benefits

• Opportunity to shape global collaboration strategies in a fast-growing startup.
• High-impact role with clear autonomy and strategic influence.
• Collaborative and ambitious team environment consisting of diverse professional backgrounds.
• Emphasis on high performance, accountability, and continuous improvement.