Head of Customer Service Operations - Remote

Overview

As the Head of Customer Service Operations, you will lead and scale the second-level customer service organization in a remote-first environment, driving operational excellence and developing a high-performing leadership team.

In Short

• Lead and develop the Operations Team Leads in Customer Service.
• Own and steer daily Customer Service Operations.
• Use data to drive operational impact and improvements.
• Identify and implement AI-driven improvements.
• Manage incidents and critical escalations effectively.
• Continuously review and challenge existing processes.
• Promote a remote-first culture within the team.
• Ensure performance management standards across teams.
• Foster a high-performing and empathetic work environment.
• Support personal and professional development for team members.

Requirements

• Proven experience in leading Customer Service or Operations.
• Strong operational backbone with performance ownership.
• Highly data-driven with experience in operational metrics.
• Experience in workforce management and planning.
• Tech and AI-driven mindset with curiosity for automation.
• Clear and confident communicator.
• Combination of hands-on pragmatism and strategic thinking.
• Empathetic leadership with the ability to make tough decisions.

Benefits

• Access to a dedicated learning budget for personal growth.
• Private sessions for mental health and personal development.
• Internal workshops for skill enhancement and collaboration.
• Flexibility in work hours and self-organization.
• Workation opportunities for a healthy work/life balance.
• Team-building events and on-site workshops.
• Inclusive culture promoting feedback and new ideas.
• Supportive environment for diverse backgrounds.
• Possibility to work from the office in Vienna.
• Dog-friendly office policy.