Customer Operations Lead, Workwize
Global IT hardware management
Open for applications
Global IT hardware management
101-200 employees
Open for applications
101-200 employees
Company mission
To unlock boundless opportunities for a global workforce.
Role
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
- 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
Desirable
- 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
What the job involves
- As Customer Service 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
- 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
- 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
- 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
Our take
Workwize is a procurement and management platform tailored specifically to meet the evolving needs of remote and hybrid working. At its core, Workwize prioritises customisation, flexibility, and transparency, enabling companies to effectively manage and procure the essential technologies and tools vital for their workforce.
Based in the Netherlands, Workwize has swiftly garnered acclaim, serving fast-growing startups and established enterprises alike within its native landscape. With its appeal extending globally, securing players such as Netflix to leverage its services within Europe. For a young company born out of the pandemic, Workwize has charted an impressive trajectory, underlining the enduring relevance of hybrid and remote work models well into the 2020s.
Backed by multiple rounds of funding, Workwize has embarked on an ambitious expansion journey across Europe, capitalising on its existing client base spanning fifteen countries. Furthermore, strategic investments in workforce augmentation underscore a promising phase of growth for the company, poised to solidify its position as a frontrunner in shaping the future of workplace management and procurement solutions.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
2% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2025
$15.1m
SERIES A
Jan 2022
$1.8m
SEED
Total funding: $17.4m
Company benefits
- Dynamic Work Place: Work flexibly with hybrid and remote options, plus the ability to work from anywhere for up to four weeks each year.
- Diverse, Global Team: Collaborate with a diverse team across cultures, unified by English, and anchored by our Amsterdam headquarters.
- Heart of Amsterdam: Enjoy the centrally located headquarters in Amsterdam with scenic views of the iconic canals.
- Home Office Budget: Receive a MacBook and a home office budget to ensure you’re set up for success anywhere.
- Monthly Team Events: Connect and celebrate with regular team events, meet-ups, and milestone celebrations in Amsterdam..
- Time to Recharge: Take advantage of vacation policies tailored to your region, ensuring work-life balance wherever you are.
Company HQ
Vondelparkbuurt, Amsterdam, Netherlands
Leadership
Victor Dik
(Co-Founder & CCO)Previously a Planning and Portfolio Manager at Vodafone Ziggo, a Domestic Relationship and Recruitment Manager at Knowledge 2 Share Foundation.
Sebastiaan Scholten
(Co-Founder & CTO)Previously an Investment Banking Intern at Lazard and eCommerce Director at MIPACHA.
Michiel Meyer
(Co-Founder & CEO)Previously a Business Growth Manager & Head of Addity at Buckaroo, Head of Department at Addity Payments, Consultant at McKinsey & Company and FinTech Developer at CoInvestor.
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