Save Job Back to Search Job Description Summary Similar Jobs Added 26/06/2026Stabilise operationsLead team with immediate ownershipAbout Our ClientOur client is a dynamic B2B SaaS scale-up in the Telecommunications industry. They are known for delivering reliable, customer-centric solutions and prioritise strong support operations.Job DescriptionIn this role as Customer Service lead a.i. you will:Own weekly capacity and coverage planning across languages, channels, and time zones.Reallocate resources in real time based on volume shifts, leave, or sickness.Maintain key CX KPIs including response times (Support onboarding of new customer support agents to ensure fast ramp-up.Manage and optimise Zendesk and Aircall operations, ensuring reporting accuracy and continuity.Provide hands-on leadership to a largely junior team, offering coaching and stability during peak season.Handle escalations and ensure timely, professional resolution of complex issues.Document processes, risks, and ongoing initiatives to ensure a seamless handover to the permanent hire.The Successful ApplicantRequirements for this Customer Service lead a.i. role:Immediate availability.3+ years' experience leading customer support teams (~15 FTE), with full operational accountability.Hands-on expertise with Zendesk and Aircall (or similar tools), including configuration and reporting.Strong capacity planning experience, with the ability to adjust staffing in real time.Proven ability to lead calmly under pressure, particularly during high-volume periods.Excellent communication skills and fluency in English.Ability to work on-site in Utrecht.What's on OfferStart date ASAP3-4 months contractHybrid4-5 days per weekContactRebecca FaitaniniQuote job refJN-062026-7049355Job summarySectorProcurement & Supply ChainSub SectorCustomer ServiceIndustryTechnology & Telecoms Jobs by locationUtrechtContract TypeInterimConsultantRebecca FaitaniniJob ReferenceJN-062026-7049355
