Head of Customer Operations
hace 2 días
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 7 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 2 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 7 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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Global Head of Customer Support
hace 4 días
Barcelona, España Factorial A tiempo completoA fast-growing HR software company in Barcelona seeks a Head of Customer Support. This role involves leading and scaling the Customer Support function, optimizing processes, and driving customer satisfaction. Ideal candidates will have over 7 years in support operations, exceptional leadership skills, and knowledge of support technologies like Zendesk and...
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Global Head of Customer Support
hace 2 días
Barcelona, España Factorial A tiempo completoA fast-growing HR software company in Barcelona seeks a Head of Customer Support. This role involves leading and scaling the Customer Support function, optimizing processes, and driving customer satisfaction. Ideal candidates will have over 7 years in support operations, exceptional leadership skills, and knowledge of support technologies like Zendesk and...
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Head of Customer Operations
hace 1 semana
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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Global Head of Travel Operations Hubs
hace 1 semana
Barcelona, España AXA Partners A tiempo completo**POSITION DETAILS** **Position Title: Global Head of Travel Operations Hubs** **Department: Global Operations** **Reports to: Global COO** **Location: Paris, Redhill/London, Barcelona or Brussels** *** In a twofold context of significant business growth of our Travel business line in the coming years and required transformation of our operating model...
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Head of Operations
hace 2 semanas
Barcelona, España Pangea Aerospace A tiempo completo**About Pangea Aerospace**: We are a company dedicated to developing advanced propulsion systems for the space industry based on three key principles: high efficiency, sustainability, and reusability. We are revolutionizing the space industry with groundbreaking innovations that allow us to offer the best performance-to-cost propulsion systems. Our goal is...
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Head of Global Service Operations
hace 5 días
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 Customer Support
hace 4 días
barcelona, España Factorial A tiempo completoWe are seeking a strategic and operational leader to scale and elevate our Customer Support function within Customer Operations. This is a high-impact role responsible for designing the global support strategy, foundational infrastructure, and operating model to ensure we deliver world‑class service as we continue to grow. Your mission will be to lead and...
