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Customer Succes Manager

Customer Succes Manager

Ops HubLisbonne, Portugal
Há 27 dias
Descrição da vaga

Your Role

As a Customer Success Manager , you are the cornerstone of Ops Hub's performance .

You operate at the intersection of production, quality, staffing and operational oversight, making sure everything runs smoothly, performs well, and scales fast.

This is a strategic and operational role , at the heart of the engine : you identify bottlenecks, propose action plans, monitor KPIs daily, lead internal teams and coordinate with external partners.

You are simultaneously an analyst , a manager , a hands-on operator , and a short-term strategist .

Your Main Missions

Performance & Monitoring

  • Monitor daily production KPIs (productivity, success rates, delays…)
  • Conduct root cause analysis on performance drops and formulate corrective actions
  • Coordinate priorities, escalate alerts, adjust processes with the Head of Ops

Quality & Standards

  • Oversee the internal quality process (with the dedicated QA manager)
  • Organize calibrations , formalize standards, detect any deviations
  • Challenge teams and providers to continuously raise the bar

    • Coordination & Team Management

  • Manage an internal team of 4 to 6 people (agents, QA, Team Leads)
  • Oversee our call center partners : performance follow-up, regular meetings, reporting
  • Contribute to onboarding and the structuring of new centers

    • Staffing & Capacity Planning

  • Build a precise staffing plan by language, channel and site
  • Launch necessary recruitments via our providers
  • Optimize scheduling to maximize productivity and control costs

    • Expansion & Structuring

  • Participate in the launch of new sites and the structuring of our international operations
  • Travel regularly on-site ( approx. 1 week every 2 months )
  • Play an active role in the scalability of our operational model

    • Profile

  • Minimum 5 years of experience in project management / operations / performance / scaling
  • Strong skills in operational data analysis
  • Solid background in team management (internal + external partners)
  • Fluent English is a must – any additional language is a plus
  • You are : structured, analytical, proactive, impact-driven and solution-oriented
  • Presence in Lisbon preferred (or willing to relocate) – partial remote possible

    • Conditions

  • Long-term freelance mission
  • Regular travel required (Tunisia, Madagascar, etc.)
  • Start date : ASAP
  • We value excellence : benefit from a generous package , with above-market pay and performance bonuses

    • About Ops Hub

    Ops Hub is a structure specialized in setting up and managing multilingual support & concierge teams for ambitious digital services. We support startups and scale-ups in the operational execution of their projects : recruitment, processes, quality, performance – we handle everything so they can focus on the product.

    The project you'll be working on?

    Making a 24 / 7 personal assistant accessible to everyone, through a simple, seamless and intelligent app.

    Behind that promise lies a powerful operational machine .

    Today, we operate through 2 call centers (Tunisia, Madagascar), with a 3rd site currently being integrated , covering 6 active languages (FR, EN, IT, ES, PT, DE), with over 80 agents – and a projection of 500 agents by the end of 2025 .

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    Customer Manager • Lisbonne, Portugal