Customer Operations Lead

At Workwize, we’re helping IT teams to easily equip their remote and global teams with all necessary IT equipment. Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100+ countries. With 50.000 users and 120.000 devices under management, we’re solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives. Join our team to help shape the future of global collaboration. At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide. Workwize has been recognized by LinkedIn as one of the Top 10 Startups in the Netherlands for 2025! Additionally, Deloitte listed Workwize #6 in the top 50 fastest growing Dutch tech companies! As Customer Support Lead , you will manage and develop our EU-based Customer Operations team while contributing to a global support operation that spans both EU and US hours. Your focus will be on ensuring the EU team meets SLA targets, maintains excellent ticket quality, and continuously improves workflows and processes that support round-the-clock coverage. You will take ownership of agent performance, structured ticket analysis, day-to-day operations, training, and quality assurance. Your goal is to create a high-performing, motivated team while aligning with broader company and support objectives. Your Responsibilities Include Day-to-Day Actions & Monitoring Oversee all EU communication channels in Pylon to ensure SLA compliance Own and maintain Pylon reporting dashboards for the EU region, ensuring structure, consistency, and accuracy across fields, tags, and workflows Analyse EU ticket data to identify volume trends, recurring issues, root causes, and agent performance patterns Share regular insights with the CS Manager and cross-functional stakeholders to influence Operations, Product, and Process improvements Collaborate with the US Team Lead to maintain seamless global coverage and handovers between time zones Report bugs or system issues in Slack with clear steps, context, and customer impact Monitor squad tools used by EU agents to ensure end-of-day zero-action goals Review open tickets daily, ensuring timely resolution and proper adherence to workflows Team Management (EU Region) Lead daily EU team standups to align on priorities, SLAs, and blockers Own EU scheduling, capacity planning, holiday tracking, and public holiday coverage Distribute workload fairly across the EU team and adjust based on availability, skill sets, and ticket volumes Conduct weekly or bi-weekly 1:1s with EU agents using 15Five, offering praise, coaching, and constructive feedback Monitor EU KPIs and SLA performance and share updates with the CO Manager Ensure a smooth daily handover between EU and US teams to maintain consistent customer experience Assist with agent growth, learning and improvement of skills to continue career path within Workwize Team Quality, Insights & Improvements Ensure agent correct usage of escalation pathways and resolve complex escalated EU tickets directly or collaborate with relevant stakeholders Identify agent training needs through QA results, ticket audits, and trend analysis Partner with Knowledge Management to create or update internal KB articles and Pylon AI workflows Recommend operational improvements, workflow updates, or system changes based on Pylon data insights Provide structured feedback to Operations and Product teams on recurring Support issues, themes, and gaps Who You Are Empathetic leader with a passion for coaching, development, and creating an inclusive team environment Confident in interpreting support data, identifying patterns, and proposing improvements Skilled in ticket operations, structured QA, and Support tooling management Highly organised, proactive, and comfortable taking ownership of complex workflows Strong, structured and concise communicator across written and verbal Curious and open to using AI and automation tools to enhance team performance and support operations What You Bring 5+ years in customer support or service operations 3+ years of manager, team lead, senior agent, or mentorship experience Hands-on experience with Pylon or a similar support platform (reporting, dashboards, workflows) Ability to structure, analyse, and interpret support data to influence team and operational improvements Strong time management and organisational skills Experience working in fast-paced, remote-first environments Advanced English (written and spoken) Comfort using AI tools (Pylon AI, macros, Co-Pilot, etc.) to automate or optimise workflows Bonus Skills Pylon admin experience Understanding of IT lifecycle, logistics flows, or hardware asset management Experience using tools such as Airtable, Retool, HiBob, or 15Five Background in a scaling start-up or SaaS environment Exposure to analytics tools (Looker, Power BI, Mode, etc.) Experience designing AI prompts, automations, or workflows Our Team: Join Workwize and make an impact! We're revolutionizing the way we work and care deeply about our employees' growth and satisfaction. Our diverse team of ambitious professionals, including entrepreneurs, operational specialists, developers, and sales experts, constantly seeks original ideas to reach more consumers and provide top-notch value to our customers. At Workwize, we celebrate individual expression, valuing diverse perspectives and encouraging creativity. We believe in having a great time along the way, fostering a positive and enjoyable work environment. Come unleash your potential with us! Workwize offers: Flexible hybrid work environment. Top-notch tools and equipment provided. Vibrant, entrepreneurial culture with opportunities for growth. Off-sites and multi-yearly team bonding events. Team lunches and surprise events to keep things fun. Pension scheme Classpass corporate membership