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

• 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

This role contributes to making consumption more sustainable by supporting a marketplace that reduces CO2 emissions through refurbished products, empowering customers to buy products up to 40% cheaper while having a substantial environmental impact.

• Proven experience leading multiple Team Leads in Customer Service or Operations, ideally in a fast-scaling, tech-driven or e-commerce environment
• Strong operational backbone and comfortable owning performance across several teams with different scopes (e.g. escalations, payments & fraud, community management)
• Highly data-driven and confident using operational metrics (CSAT, SLAs, quality, productivity) to steer decisions and prioritize impact
• Experience building or professionalizing workforce management (forecasting, capacity planning, scheduling), even where structures or tools are still evolving

• Fully remote setting with possibility to work from office in Vienna
• Two months of workation per year
• Dedicated learning budget for courses, conferences, or other learning opportunities
• Private sessions with experts for personal growth and mental health through Likeminded partnership
• Internal workshops for skill development
• Flexible work hours and self-organization
• Office weeks three times per year with team-building events and on-site workshops
• Dog-friendly office

Refurbed is Europe's fastest-growing marketplace for refurbished products, active in 12 European countries, with a mission to empower customers to buy products up to 40% cheaper while making a substantial impact on reducing CO2 emissions to make consumption more sustainable.