Head of Customer Service Operations, refurbed
Refurbished electronics marketplace
Be an early applicant
Refurbished electronics marketplace
201-500 employees
Be an early applicant
201-500 employees
Company mission
Refurbed's mission is to change the world for the better by making refurbished products the new normal.
Role
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 the job involves
- 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
- 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
Our take
Buying refurbished electronics can be a fantastic way to give a device a second life whilst saving a bit of cash, but many people are skeptical of doing so. Such items are often sold through illegitimate channels and there is no guarantee that the device will work for long, resulting in people avoiding refurbished goods.
Refurbed provides a refurbished electronics marketplace, which is challenging this. It allows users to browse and purchase refurbished devices that come with a minimum of 12 months' warranty.
The platform operates based on a monthly subscription fee, and whilst this will present a challenge when alternative marketplaces are free to use, the company has recognised that consumers are happy to pay for quality and warranty. Through its marketplace, the company aims to increase the prevalence of refurbished device purchases, helping to reduce waste and carbon footprints and helping consumers save money in the process. $40 million in 2025 funding is being invested into AI-driven efficiency and CX solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2025
$57.5m
LATE VC
Nov 2023
$57m
SERIES C
Total funding: $187.6m
Company benefits
- Refurbed Clubs - We have launched several internal clubs for team members to network, spend time together and share interests. Yoga, Mountain & Boards, Karaoke, Football, Board Games or Volunteering are among the current clubs that our team members enjoy
- Refurbed Parties - Work hard, party harder! We love celebrating success and therefore we plan four big events each year, including our anniversary, summer & Christmas party, as well as our very own Oktoberfest!
- Development opportunities - At refurbed, we embrace personal and professional development and are constantly working on new solutions. Apart from our Mentoring System, we love to organize seminars and workshops, such as "Young Leadership" and "Communication". We are currently working on the implementation of even more great opportunities!
- Gym membership support - Save -15% on your gym membership at GetFit! This gym is located right next to our office and offers the perfect space for your pre- or afterwork-workout
- Free fruit & drinks - After your workout at GetFit you might want to grab a healthy free snack from one of our three fully-equipped kitchens! Even if you do not want to work out, delicious fruits are always available 😉 After work, we are looking forward to having a drink (or two) with you!
- Remote work & flexi time - Work from our beautiful modern office located in the heart of Vienna or work from home - it's up to you! There are no core working hours - our team members can choose when they want to get work done
- Work equipment - Every team member receives a refurbished laptop on the first day. We provide everyone with additional monitors for working from home to be perfectly equipped even if not in the office
Company HQ
Leopoldstadt, Vienna, Vienna
Leadership
Peter Windischhofer
(Co-Founder)Founder of Yolmo.asia. Management Consultant for McKinsey & Company from 2014 to 2017.
Kilian Kaminski
(Co-Founder)Previously Marketing and Brand Manager for ProGreen, and was New Accounts Manager and Program Lead for Amazon Services from 2014 to 2017.
Jürgen Riedl
(Co-Founder)Alumnus of Startupbootcamp in 2012. Co-founder and CTO of refurbed since 2017.
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