Team Lead Customer Operations (m/w/d)
Core
Build and lead a B2B service operations team to scale from reactive support to a data-driven, standardized operation, acting as a co-owner for customer retention and revenue protection.
Role type
Senior Team Lead, Customer Operations (B2B)
Builds
Scalable B2B service workflows, self-service solutions, and knowledge bases for enterprise clients.
Domain
B2B SaaS / Tech hardware services
Required skills
B2B customer operations leadership, process transformation, data-driven decision making, team building, escalation management, automation strategy, ticketing system administration, AI tool affinity
Preferred skills
HubSpot Service Hub expertise, AI-driven ticket classification, EU workation experience
Technologies
Make.com, Freshdesk, HubSpot Service Hub, Zendesk, Salesforce Service Cloud
Responsibilities
Build and lead a high-performance service operations team; standardize and automate service processes; manage Tier-2/3 escalations; drive data-driven steering via SLA reporting and workforce planning; develop self-service and deflection solutions; collaborate with Customer Success, Product, and Tech teams.
Seniority
Senior, hands-on IC with leadership responsibilities
