Head of Customer Operations
hace 19 horas
Join to apply for the Head of Customer Operations role at Spendesk . We're looking for a Head of Customer Operations to lead and scale our multi-tier support organization (Levels 1–3). You'll design and execute our support strategy to deliver exceptional customer experiences across multiple markets, languages, and channels — achieving a CSAT of 90+ while maintaining strong operational efficiency and proactively managing leading indicators that drive customer retention. You'll manage a distributed support team and drive the evolution of our support model by blending human service and AI-driven tools to anticipate customer needs, resolve issues faster, and deliver on clear SLAs. By tracking and optimizing key metrics such as first contact resolution, response times, and customer health scores, you'll identify at‐risk customers early and implement interventions to improve retention outcomes. You'll also be the key liaison between Support and internal teams such as Engineering, Product, Compliance, and Banking Operations ensuring customer insights inform product and process development and retention strategies. Key Responsibilities Build, scale, and mentor a high-performing Level 1–3 support organization (frontline agents, technical specialists, and escalation managers). Manage, coach, and develop Customer Care and Technical Support Team Leads, fostering a culture of ownership, accountability, and continuous improvement. Develop and execute a multi-channel support strategy leveraging automation, AI, and self-service to drive efficiency and satisfaction. Own customer support KPIs, including CSAT, response times, resolution SLAs, NPS, and ticket backlog. Implement a smart and comprehensive triage mechanism for all customer requests, allowing to steer and monitor performance and drive customer satisfaction. Define and implement robust SLAs and escalation paths with clear ownership and accountability across teams. Monitor and report on support performance, identifying trends and proactively driving improvements. Ensure full coverage across European time zones, languages, and customer segments. Partner closely with Engineering to ensure timely resolution of technical issues. Collaborate with Compliance, Risk, and
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Head of Customer Operations
hace 6 días
barcelona, España Spendesk A tiempo completoJoin to apply for the Head of Customer Operations role at Spendesk . We’re looking for a Head of Customer Operations to lead and scale our multi-tier support organization (Levels 1–3). You’ll design and execute our support strategy to deliver exceptional customer experiences across multiple markets, languages, and channels — achieving a CSAT of 90+...
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Head of Customer Operations
hace 5 días
Barcelona, España Spendesk A tiempo completoJoin to apply for the Head of Customer Operations role at Spendesk .We’re looking for a Head of Customer Operations to lead and scale our multi-tier support organization (Levels 1–3). You’ll design and execute our support strategy to deliver exceptional customer experiences across multiple markets, languages, and channels — achieving a CSAT of 90+...
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Head of Customer Operations
hace 6 días
Barcelona, Barcelona, España Spendesk A tiempo completoWe're looking for aHead of Customer Operationsto lead and scale our multi-tier support organisation (Levels 1–3). You'll design and execute our support strategy to deliverexceptional customer experiencesacross multiple markets, languages, and channels — achieving aCSAT of 90+while maintaining strong operational efficiency and proactively managing leading...
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Head Of Operations
hace 2 semanas
barcelona, España Moafoodtech A tiempo completoWe are a fast-moving, Series A industrial biotechnology startup developing breakthrough bioprocesses to bring sustainable products to market. After demonstrating strong performance at pilot scale, we are now preparing for the difficult leap to industrial‑scale production, bringing substantial technical, operational, and execution complexity. We are seeking...
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Head of Customer Operations
hace 6 días
Barcelona, España Spendesk A tiempo completoJoin to apply for the¿Tiene su CV preparado? Si es así y confía en que este es el puesto ideal para usted, asegúrese de enviar su solicitud lo antes posible.Head of Customer Operationsrole atSpendesk .We’re looking for aHead of Customer Operationsto lead and scale our multi-tier support organization (Levels 1–3). You’ll design and execute our...
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Head of Global Service Operations
hace 1 semana
Barcelona, España Unilabs A tiempo completoThe **Head of Service Operations** is responsible for managing the day-to-day IT service delivery, ensuring alignment with strategic goals, and optimizing operational processes. This role focuses on executing the service delivery strategy, managing vendors, ensuring risk and compliance, and driving continuous performance improvement. The role collaborates...
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Head of Operations
hace 4 días
Barcelona, España Vivara by GCO Ventures A tiempo completoAt Vivara, a vibrant and independent startup in Barcelona, we are on the lookout for a Head of Operations to join our incredible team. Backed by GCO, Vivara is all set to transform the rental management industry and bring a wave of confidence and ease to the housing rental game. As a Head of Operations, your role will be instrumental in shaping Vivara's...
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Head of European Customer Care Operations
hace 7 días
barcelona, España Perk A tiempo completoAn innovative travel management firm is seeking a Director of Customer Care Operations for Europe in Barcelona. This role involves leading a team of over 700 to ensure exceptional customer experience and operational excellence. The ideal candidate will possess 8-10 years of experience in customer care, managing both in-house and outsourced teams, and will...
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Head of Customer Success
hace 2 semanas
Barcelona, España Dost A tiempo completoHead of Customer Success - Fintech Scale-Up Location:Barcelona (hybrid) or Madrid Type:Full-time About Us At Dost, we're not just another fintech. We're revolutionizing how companies manage their financial processes with AI. Our platform automates invoices, delivery notes, and purchase orders, eliminating human errors and transforming entire accounts payable...
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Head of Customer
hace 2 semanas
Barcelona, Barcelona, España Quadpack Group A tiempo completoHelloWelcome to our team where you will be able to share your knowledge, your expertise and develop yourself in the most inspiring way. We are passionate about the planet and people and, as a B-Corp, we are driven to increase our positive impact on society and the environment.We are focused on delivering our mission to Help Beauty Brands Perform – and we...
