Customer Operations Lead

Join our dynamic team as a Customer Support Team Lead. In this role, you will manage and develop our EU-based Customer Operations team while contributing to a global support operation. Your focus will be on ensuring the EU team meets SLA targets, maintains excellent ticket quality, and continuously improves workflows and processes. You will take ownership of agent performance, structured ticket analysis, day-to-day operations, training, and quality assurance. This is an exciting opportunity to create a high-performing, motivated team while aligning with broader company and support objectives.

• Manage and develop the EU-based Customer Operations team, ensuring SLA targets are met and ticket quality is maintained.
• Take ownership of agent performance, structured ticket analysis, day-to-day operations, training, and quality assurance to create a high-performing team.
• Oversee all EU communication channels in Pylon, maintain reporting dashboards, and analyze ticket data to identify trends and areas for improvement.
• Confident in interpreting support data, identifying patterns, and proposing improvements
• Skilled in ticket operations, structured QA, and Support tooling management
• Highly organised, proactive, and comfortable taking ownership of complex workflows
• Empathetic leader with a passion for coaching, development, and creating an inclusive team environment
• Strong, structured and concise communicator across written and verbal
• Curious and open to using AI and automation tools to enhance team performance and support operations
• Ability to structure, analyse, and interpret support data to influence team and operational improvements
• Experience working in fast-paced, remote-first environments
• 5+ years in customer support or service operations
• Comfort using AI tools (Pylon AI, macros, Co-Pilot, etc.) to automate or optimise workflows
• Strong time management and organisational skills
• Advanced English (written and spoken)
• 3+ years of manager, team lead, senior agent, or mentorship experience
• Hands-on experience with Pylon or a similar support platform (reporting, dashboards, workflows)
• Understanding of IT lifecycle, logistics flows, or hardware asset management
• Pylon admin experience
• Experience using tools such as Airtable, Retool, HiBob, or 15Five
• Exposure to analytics tools (Looker, Power BI, Mode, etc.)
• Background in a scaling start-up or SaaS environment
• Experience designing AI prompts, automations, or workflows