Customer Operations Team lead

4+ years in customer support or service operations 2+ years of team lead, senior agent, or mentorship experience Hands-on experience with Zendesk or a similar support platform (reporting, dashboards, workflows) Ability to structure, analyze, and interpret support data Strong time management and organisational skills Experience working in fast-paced, remote-first environments Advanced English (written and spoken) Comfort using AI tools to automate or optimise workflows

Oversee all EU communication channels in Zendesk for SLA compliance Maintain Zendesk reporting dashboards for the EU region Analyze EU ticket data for trends, issues, and performance Share insights with CS Manager and stakeholders Collaborate with US Team Lead for seamless global coverage Report bugs or system issues in Slack Monitor squad tools for end-of-day zero-action goals Review open tickets daily for timely resolution Lead daily EU team standups Own EU scheduling, capacity planning, and holiday tracking Distribute workload fairly across the EU team Conduct 1:1s with EU agents Monitor EU KPIs and SLA performance Ensure smooth handover between EU and US teams Assist with agent growth and skill improvement Resolve complex escalated EU tickets Identify agent training needs Partner with Knowledge Management to create/update KB articles Recommend operational improvements Provide feedback to Operations and Product teams