Team Lead Customer Service Operations

This is what you tell people at parties 👋

“At Sendcloud we have an all-in-one shipping solution, where we automate the shipping processes for e-commerce. With more than 25,000 customers throughout Europe, and soon beyond, Sendcloud is aiming to become the leading shipping solution worldwide. We have a high performing environment and we get rewarded for all of our wins. Together with Sendcloud, I am on a mission to empower businesses with world-class shipping.”

What you will do in this role 🧐

As the Customer Service Operations Team Lead, you will lead a team of 4 data driven  persons responsible for driving data insights and process optimization and automation within Sendcloud’s Customer Service (CS) department. Your focus will be on delivering actionable data insights that support both day-to-day operations and strategic decision-making for CS leadership. Next to insights, your team drives continuous process improvements ensuring an efficient setup and a top class user experience. Your team will oversee optimization of our ticketing system (Zendesk) and work closely with CS leadership to ensure seamless, efficient operations. It's in your nature to streamline processes as you cannot stand inefficiencies. In this role are both responsible for setting the roadmap and planning for the team as well as being hands on in the daily execution of these plans.

Our perfect match 💗

• Has at least 4 years of relevant experience of which at least 1yr of leadership role preferably within the field of Customer Service Operations.
• Is proactive, hands-on, and an excellent communicator.
• Has strong data analysis and dashboarding skills (experience with SQL, Python, or Tableau is preferred).
• Is tech-savvy and comfortable working with various tools and software, such as Zendesk or other CRMs.
• Is excited to make a meaningful impact on the business by driving operational improvements.
• Works in a pragmatic way and is an inventive problem solver
• Holds a university Masters in a field such as: Economics, Finance, Econometrics, Industrial Engineering, or similar. 
• This is a hybrid role with around 3 days in the office

Benefits 🎉

• Working in an internationally oriented, fast-growing, certified Great Place to Work (4th place of NL Large companies category)! 📌  
• A good salary between €4.000- €5.500 gross per month (depending on your skills/experience) that grows with the company and your accomplishments
• After 3 years of employment, you get a sabbatical of 4 weeks from us
• Keep growing with a study budget of €2000,- per year!
• Stay fit in our Sendcloud gym, weekly bootcamp sessions and weekly online yoga sessions!
• Pension scheme
• Discount on health insurance 
• Access to many different discount programs, shop til you drop! 🛍

Curious about the application process? Check it here!