Head of Customer Service Operations (f/m/x) - remote

Founded in 2017, we're Europe's fastest-growing marketplace for refurbished products, active in 12 European countries, having surpassed €2Bn in GMV - all this while being profitable. With beautiful headquarters in Vienna, we have a remote-first culture and Refurbed’s 250 employees can also enjoy two months of workation per year. We’ve been recognized for three consecutive years as the Top DACH Employer by Kununu.

Our mission is to empower customers to buy products up to 40% cheaper while making a substantial impact on reducing CO2 emissions - Join us to make consumption more sustainable!

For our Customer Service department, we are looking for a seasoned and hands-on Head of Customer Service Operations who combines strong operational leadership with a data- and AI-driven mindset. In this role, you will lead and scale our second-level CS organization, drive operational excellence, and develop a high-performing leadership team in a dynamic, remote-first environment.

WHO YOU ARE:

• You bring proven experience leading multiple Team Leads in Customer Service or Operations, ideally in a fast-scaling, tech-driven or e-commerce environment
• You have a strong operational backbone and are comfortable owning performance across several teams with different scopes (e.g. escalations, payments & fraud, community management)
• You are highly data-driven and confident using operational metrics (CSAT, SLAs, quality, productivity) to steer decisions and prioritize impact
• You have experience building or professionalizing workforce management (forecasting, capacity planning, scheduling), even where structures or tools are still evolving
• You bring a tech- and AI-driven mindset, with curiosity and pragmatism around automation, tooling, and scalable improvements
• You are a clear and confident communicator, able to guide teams through change with empathy while holding high performance standards
• You combine hands-on pragmatism with strategic thinking, and are comfortable zooming in on daily ops while contributing to longer-term improvements
• You lead with empathy and transparency, but also have the courage to make tough decisions when needed

WHAT YOU’LL DO:

• Own and steer daily Customer Service Operations, ensuring stable performance across all second-level teams against clear KPIs
• Lead and develop the Operations Team Leads, coaching them into strong, autonomous leaders and ensuring a consistent and fair standard of performance management across teams
• Use data to drive operational impact, turning insights from CSAT, quality, efficiency, and SLAs into concrete actions and measurable improvements
• Identify and implement AI- and automation-driven improvements, prioritizing high-impact use cases and supporting teams through adoption and change
• Manage incidents and critical escalations, ensuring clear ownership, fast resolution, and documented learnings to prevent repeat issues
• Continuously review and challenge existing processes, bringing fresh perspective and external best practices to scale quality, efficiency, and customer experience

WHY YOU WILL ENJOY WORKING WITH US:

Our Culture and Values:

• Decisions should be made based on facts and not by hierarchy levels? We sure think so!
• We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.
• You fail sometimes? Well, so do we! We’re all just human, let’s learn from our mistakes to improve in the future!
• No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference!

Personal & Professional Development:

• You'll have access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.
• We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.
• We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.

Flexibility:

• We care about a healthy work/life balance. We not only function and support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too 😊
• We trust you to do the best job, so we don't care so much when you do it – you are able to self-organize.
• You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops

…and much more! See https://careers.refurbed.com/ for further insights!