Head of Customer Operations
New
Italy or RemoteFull-TimeManager
Salary60,000 - 90,000 EUR per year
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Job Details
- Experience
- 10+ years in Customer Operations, Customer Experience, Support Operations, CX Engineering, or comparable.
- Required Skills
- People ManagementCRM
Requirements
- 10+ years in Customer Operations, CX, Support Operations, or CX Engineering.
- 5+ years managing people.
- Hands-on experience with Intercom, Zendesk, or Help Scout.
- Hands-on experience with Customer.io, Braze, or Iterable.
- Proven track record shipping production AI/LLM workflows into customer operations.
- Proficiency with automation and integration tools like n8n or Make.
- Ability to act as both an operator and a builder/engineer.
Responsibilities
- Define operating models, SLAs, and quality bars across customer segments.
- Implement AI-driven workflows for ticket routing and agent-assist.
- Own and manage the full customer support tech stack.
- Monitor app store reviews, social mentions, and developer forums.
- Synthesize voice-of-customer data into product roadmap feedback.
- Manage and grow the customer operations team.
- Design and ship lifecycle automation and CRM workflows.
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