<div>Founded in 2017, we're Europe's fastest-growing marketplace for refurbished products, active in 12 European countries, having surpassed €2Bn in GMV - all this while being profitable. With beautiful headquarters in Vienna, we have a remote-first culture and Refurbed’s 250 employees can also enjoy two months of workation per year. We’ve been recognized for three consecutive years as the Top DACH Employer by <a href="https://www.kununu.com/at/refurbed">Kununu. </a>Our mission is to empower customers to buy products up to 40% cheaper while making a substantial impact on reducing CO2 emissions - Join us to make consumption more sustainable!</div>For our Customer Service department, we are looking for a seasoned and hands-on Head of Customer Service Operations who combines strong operational leadership with a data- and AI-driven mindset. In this role, you will lead and scale our second-level CS organization, drive operational excellence, and develop a high-performing leadership team in a dynamic, remote-first environment.WHO YOU ARE:<ul><li>You bring proven experience leading multiple Team Leads in Customer Service or Operations, ideally in a fast-scaling, tech-driven or e-commerce environment</li><li>You have a strong operational backbone and are comfortable owning performance across several teams with different scopes (e.g. escalations, payments &amp; fraud, community management)</li><li>You are highly data-driven and confident using operational metrics (CSAT, SLAs, quality, productivity) to steer decisions and prioritize impact</li><li>You have experience building or professionalizing workforce management (forecasting, capacity planning, scheduling), even where structures or tools are still evolving</li><li>You bring a tech- and AI-driven mindset, with curiosity and pragmatism around automation, tooling, and scalable improvements</li><li>You are a clear and confident communicator, able to guide teams through change with empathy while holding high performance standards</li><li>You combine hands-on pragmatism with strategic thinking, and are comfortable zooming in on daily ops while contributing to longer-term improvements</li><li>You lead with empathy and transparency, but also have the courage to make tough decisions when needed</li></ul>WHAT YOU’LL DO:<ul><li>Own and steer daily Customer Service Operations, ensuring stable performance across all second-level teams against clear KPIs</li><li>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</li><li>Use data to drive operational impact, turning insights from CSAT, quality, efficiency, and SLAs into concrete actions and measurable improvements</li><li>Identify and implement AI- and automation-driven improvements, prioritizing high-impact use cases and supporting teams through adoption and change</li><li>Manage incidents and critical escalations, ensuring clear ownership, fast resolution, and documented learnings to prevent repeat issues</li><li>Continuously review and challenge existing processes, bringing fresh perspective and external best practices to scale quality, efficiency, and customer experience</li></ul><div>WHY YOU WILL ENJOY WORKING WITH US:Our Culture and Values:<ul><li>Decisions should be made based on facts and not by hierarchy levels? We sure think so!</li><li>We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.</li><li>You fail sometimes? Well, so do we! We’re all just human, let’s learn from our mistakes to improve in the future!</li><li>No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference!</li></ul>Personal &amp; Professional Development:<ul><li>You'll have access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.</li><li>We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.</li><li>We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.</li></ul>Flexibility:<ul><li>We care about a healthy work/life balance. We not only function and support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too 😊</li><li>We trust you to do the best job, so we don't care so much when you do it – you are able to self-organize.</li><li>You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops</li></ul>…and much more! See https://careers.refurbed.com/ for further insights!</div>

Refurbed operates as an online marketplace for refurbished products in the german-speaking world. It sells renewed phones, laptops and tablets which are up to 40% cheaper and 100% more environmentally friendly than their brand-new, store-bought counterparts. Refurbed devices are renewed through a 40-step process, making them look like new and function like new. On top of that, each device comes with at least a 12-month guarantee. The company was founded in 2017 and is headquartered in Vienna, Austria.


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

<div>Founded in 2017, we're Europe's fastest-growing marketplace for refurbished products, active in 12 European countries, having surpassed €2Bn in GMV - all this while being profitable. With beautiful headquarters in Vienna, we have a remote-first culture and Refurbed’s 250 employees can also enjoy two months of workation per year. We’ve been recognized for three consecutive years as the Top DACH Employer by <a href="https://www.kununu.com/at/refurbed">Kununu. </a>Our mission is to empower customers to buy products up to 40% cheaper while making a substantial impact on reducing CO2 emissions - Join us to make consumption more sustainable!</div>For our Customer Service department, we are looking for a seasoned and hands-on Head of Customer Service Operations who combines strong operational leadership with a data- and AI-driven mindset. In this role, you will lead and scale our second-level CS organization, drive operational excellence, and develop a high-performing leadership team in a dynamic, remote-first environment.WHO YOU ARE:<ul><li>You bring proven experience leading multiple Team Leads in Customer Service or Operations, ideally in a fast-scaling, tech-driven or e-commerce environment</li><li>You have a strong operational backbone and are comfortable owning performance across several teams with different scopes (e.g. escalations, payments &amp; fraud, community management)</li><li>You are highly data-driven and confident using operational metrics (CSAT, SLAs, quality, productivity) to steer decisions and prioritize impact</li><li>You have experience building or professionalizing workforce management (forecasting, capacity planning, scheduling), even where structures or tools are still evolving</li><li>You bring a tech- and AI-driven mindset, with curiosity and pragmatism around automation, tooling, and scalable improvements</li><li>You are a clear and confident communicator, able to guide teams through change with empathy while holding high performance standards</li><li>You combine hands-on pragmatism with strategic thinking, and are comfortable zooming in on daily ops while contributing to longer-term improvements</li><li>You lead with empathy and transparency, but also have the courage to make tough decisions when needed</li></ul>WHAT YOU’LL DO:<ul><li>Own and steer daily Customer Service Operations, ensuring stable performance across all second-level teams against clear KPIs</li><li>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</li><li>Use data to drive operational impact, turning insights from CSAT, quality, efficiency, and SLAs into concrete actions and measurable improvements</li><li>Identify and implement AI- and automation-driven improvements, prioritizing high-impact use cases and supporting teams through adoption and change</li><li>Manage incidents and critical escalations, ensuring clear ownership, fast resolution, and documented learnings to prevent repeat issues</li><li>Continuously review and challenge existing processes, bringing fresh perspective and external best practices to scale quality, efficiency, and customer experience</li></ul><div>WHY YOU WILL ENJOY WORKING WITH US:Our Culture and Values:<ul><li>Decisions should be made based on facts and not by hierarchy levels? We sure think so!</li><li>We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.</li><li>You fail sometimes? Well, so do we! We’re all just human, let’s learn from our mistakes to improve in the future!</li><li>No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference!</li></ul>Personal &amp; Professional Development:<ul><li>You'll have access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.</li><li>We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.</li><li>We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.</li></ul>Flexibility:<ul><li>We care about a healthy work/life balance.&nbsp;We not only function and support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too 😊</li><li>We trust you to do the best job, so we don't care so much when you do it – you are able to self-organize.</li><li>You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops</li></ul>…and much more! See https://careers.refurbed.com/ for further insights!</div>

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

About the Job

About the Company

refurbed

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