Application Guide

How to Apply for Head of Customer Service Operations (f/m/x) - remote

at refurbed

🏢 About refurbed

refurbed is a mission-driven company focused on making high-quality refurbished tech accessible while promoting sustainability. Unlike typical e-commerce companies, they combine environmental impact with tech innovation, offering a unique opportunity to work for a purpose-driven brand that's scaling rapidly in the circular economy space.

About This Role

As Head of Customer Service Operations at refurbed, you'll own and optimize all second-level customer service teams across different functions (escalations, payments/fraud, community management). This role is impactful because you'll directly shape customer experience while driving operational efficiency through data and AI/automation in a fast-growing, remote-first environment.

💡 A Day in the Life

You might start by reviewing overnight performance dashboards across different teams and regions, then have 1:1s with Team Leads to discuss KPI trends and coaching opportunities. Afternoons could involve analyzing CSAT data to identify improvement areas, planning AI/automation implementations, or collaborating with product teams on customer experience enhancements.

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Interview Prep

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🎯 Who refurbed Is Looking For

  • Has 5+ years experience leading multiple Team Leads in customer service/operations, specifically in tech-driven e-commerce or marketplace environments
  • Demonstrates expertise in using CSAT, SLAs, quality scores, and productivity metrics to drive concrete operational improvements across diverse teams
  • Has hands-on experience implementing AI/automation solutions in customer service operations and managing change adoption
  • Possesses experience managing teams with different scopes (escalations, payments/fraud, community management) in a scaling organization

📝 Tips for Applying to refurbed

1

Quantify your impact on CSAT, SLAs, or efficiency metrics in previous roles with specific percentages and timeframes

2

Highlight any experience with refurbished tech, circular economy, or sustainability-focused companies in your resume

3

Prepare specific examples of how you've implemented AI/automation improvements in customer service operations

4

Demonstrate your experience managing remote operations teams across different time zones or regions

5

Show how you've developed Team Leads into autonomous leaders with concrete examples of their growth under your mentorship

✉️ What to Emphasize in Your Cover Letter

['Your experience leading multiple Team Leads in a tech-driven, scaling environment (specifically mention e-commerce if applicable)', 'Concrete examples of using data (CSAT, SLAs, quality metrics) to drive operational improvements', "Specific AI/automation projects you've implemented in customer service operations", "Why you're passionate about refurbed's mission of sustainable tech and the circular economy"]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → refurbed's specific refurbishment process and quality standards for different product categories
  • → Their current customer service structure and any public information about team sizes or locations
  • → Company values and sustainability reports to understand their environmental impact metrics
  • → Recent news about refurbed's growth, funding rounds, or market expansion

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 How would you approach improving CSAT scores across different second-level teams (escalations vs. payments/fraud vs. community management)?
2 Describe a time you implemented an AI/automation solution in customer service - what was the impact and how did you manage team adoption?
3 How do you balance maintaining service quality while scaling operations in a fast-growing company?
4 What metrics would you prioritize in your first 90 days at refurbed and why?
5 How would you develop Team Leads into autonomous leaders while ensuring consistent performance management across teams?
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⚠️ Common Mistakes to Avoid

  • Focusing only on first-level customer service experience without second-level/operations leadership examples
  • Generic statements about being 'data-driven' without specific metrics or impact examples
  • Applying with a generic cover letter that doesn't mention refurbed's sustainability mission or refurbished tech focus

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to refurbed!

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