Customer Succes Manager

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

Coordination & Team Management

Staffing & Capacity Planning

Expansion & Structuring

Profile

Conditions

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 .