Customer Services Operations Manager

Customer Services Operations Manager

"Come as you are"
Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

We are seeking a skilled and results-driven Customer Service Operations Manager to lead and optimize our customer service operations in the hosting industry. This role combines strategic thinking, operational excellence, and strong project management to drive customer satisfaction, team performance, and revenue growth. The ideal candidate will excel in leading day-to-day operations, developing teams, and implementing improvements in a fast-paced, dynamic environment.

You will oversee all of our support teams managing phones and tickets, ensuring onboarding, training, and product updates are effectively delivered. Your collaboration with team leads and the Head of Support will be critical to achieving operational and strategic goals.

If you thrive in a high-impact role and are ready to take customer service to the next level, we encourage you to apply.

Key responsibilities

Operational Leadership:

You will oversee day-to-day customer service operations, ensuring efficiency, quality, and KPI adherence, while developing and implementing plans to enhance service delivery, customer satisfaction, and retention. Collaboration with cross-functional teams, including sales, marketing, and product, will be key to aligning customer service with commercial objectives. Additionally, you will act as the primary point of contact for contact centre operations and provide overall leadership in the absence of the Head of Support.

Performance Management:

You will analyse and report on key performance metrics to identify improvement opportunities and implement effective solutions. Leading the teams, you will drive the achievement of service and commercial sales targets, with a focus on upselling, cross-selling, and maintaining exceptional customer satisfaction.

Project Management Excellence:

You will own and lead critical projects, ensuring they are well-scoped, effectively managed, and delivered on time, while monitoring progress, addressing roadblocks, and providing stakeholders with clear updates on project outcomes.

Customer Experience Excellence:

You will ensure customer satisfaction targets are met by monitoring ticket ratings, analysing NPS and customer feedback, and collaborating with product and marketing teams to drive service innovation based on customer insights.

Team Development:

You will support and mentor team leaders and agents to build a high-performing team, working closely with the Head of Customer Service to develop and execute long-term departmental strategies, identify talent, and nurture future leaders within the service team.

Qualifications and Experience:

• Industry Expertise: Proven experience in a similar industry with a deep understanding of customer service operations.
• Project Management Skills: Demonstrated expertise in leading complex projects, ensuring timely and successful execution.
• Leadership Experience: Experience in customer service or commercial operations management, with a focus on operational leadership and team development.
• Analytical and Commercial Acumen: Strong ability to analyse data, drive actionable strategies, and align customer service with business objectives.
• Customer-Centric Mindset: Passion for delivering exceptional customer experiences.
• Education: Bachelor’s degree

Key Competencies:

• Strong organizational and project management capabilities, with the ability to manage multiple priorities.
• Strategic thinker with excellent problem-solving and execution skills.
• Exceptional communication and interpersonal abilities to inspire and influence teams.
• Results-oriented and proactive approach to challenges.
• Adaptability to thrive in a dynamic and fast-evolving industry.
• Dutch and English required

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