Head of customer support operations Vacatures

Over de vacature

Overview

In this role you lead the Customer Support operations (4-6 people), shaping the CS systems, automation and data stack. You re-architect Zendesk and build an AI-ready foundation to scale, partnering with CS leadership on priorities and strategy. You drive KPI definition, dashboards and cross-team collaboration to improve efficiency and customer satisfaction. You will own a 1-3 year vision for CS ticket handling and translate it into actionable roadmaps. This is a hands-on leadership role in a fast-growing SaaS scale-up that values pragmatic problem-solving and data-driven decisions.

Arbeidsvoorwaarden / Benefits

• Salary starting from 70,000 annually with 8% holiday allowance
• 28 days of paid vacation
• 4 weeks sabbatical every 3 years
• home hybrid model with 500 home office budget
• gym and on-site perks like free lunch and fresh fruit
• pension scheme and employee discounts

Verantwoordelijkheden

• Re-architect Zendesk and enable AI-ready automation at scale
• Define 1-3 year vision and build team roadmap for CS ticket handling
• Partner with CS leadership to co-own priorities and report progress
• Challenge inefficient processes and improve them before automating
• Lead, hire, coach and develop team with clear goals
• Define KPIs and translate data into actionable insights for leadership
• Engage in architecture decisions and complex automations when needed
• Communicate early if asks and capacity don't align

Belangrijkste vereisten

• Several years of leadership experience in a SaaS scale-up

• Proven experience running or shaping an operations function (CS/Help Center/CSM or sales operations)

• Deep hands-on experience designing and governing a CS/CRM platform (Zendesk, Salesforce Service Cloud or Freshdesk)

• Experience building automations, routing and integrations

• Data savvy with ability to write SQL and turn data into advice

• Bachelor's or master's degree in Business, Management, IT, Information Systems or related field

• Fluent in English and comfortable engaging with senior leadership

• pragmatic and hands-on

• critical and constructive

• strong stakeholder management

• Zendesk or other CS/CRM platforms

• Automation tooling

• Routing and integrations

Over de vacature

Ready for a challenge?

Then Just Eat might be the place for you.

We're a leading global online delivery platform, and our vision is to empower everyday convenience. Whether it's a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About this role

This role strengthens JET's control environment by converting competition and regulatory requirements into repeatable compliance practices. It reduces avoidable regulatory exposure, improves readiness for scrutiny and helps business teams operate within defined legal guardrails.

Location: This role can be based in Amsterdam or London. Reporting to: Director of Legal

These are some of the key components to the position:

• Lead JET's ethics and compliance programme, owning its design and delivery across anti-bribery and corruption, sanctions, conflicts of interest, gifts and hospitality, code of conduct and whistleblowing.
• Act as a hands-on business partner, building practical compliance programmes that are integrated into the day-to-day running of the business rather than sitting alongside it.
• Lead and develop a small compliance team, setting priorities, allocating work and maintaining delivery quality.
• Own third-party risk management and due diligence, including risk-based and sanctions screening, periodic re-screening and escalation of high-risk relationships.
• Run monitoring, testing, issue triage, remediation tracking and compliance reporting, giving leadership clear visibility of compliance risk and programme health.
• Deliver compliance training and awareness that lands with the business, and advise Partnerships, Commercial, Operations, Finance and market stakeholders on practical implementation.
• Support investigations, audit preparation, regulator-facing materials and external counsel input where specialist support is needed.

What will you bring to the team?

• Strong operational compliance background, with hands-on experience building and running compliance programmes that integrate into day-to-day business processes, is required.
• Proven business-partnering skills, able to make compliance practical and commercially workable rather than purely policy-driven, are required.
• Experience across the core compliance areas - anti-bribery and corruption, sanctions, conflicts of interest, gifts and hospitality, code of conduct, third-party due diligence and whistleblowing is required.
• Experience leading or developing a small team is required.
• Sound judgement on monitoring, investigations, remediation and escalation of material or sensitive compliance risks is required.
• Working knowledge of payments and financial-crime compliance, ideally with fintech experience, is preferred.
• Experience in a consumer, marketplace, platform or regulated business is preferred.

At JET, this is how we play

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Being the best at what we do isn't just about delivering on our strategy. It's a competition for something incredibly valuable - our customers' choice. Every time a customer decides where to order, they're picking a side.

At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly to surpass the competition and earn our customers' loyalty, again and again.

Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we're building a customer-first culture which enables us to stay one step ahead of the competition.

Inclusion, Diversity & Belonging

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat We're committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

What else is cooking?

Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET morsels.

Are you ready to take your seat? Apply now!

Over de vacature

Ready for a challenge?

Then Just Eat might be the place for you. We're a leading global online delivery platform, and our vision is to empower everyday convenience.

Whether it's a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About this role

Fintech at Just Eat enables secure, reliable and seamless payments for our customers, partners and couriers - from local and global payment methods through to wallets, credits, tips and payouts. Within Fintech, the Courier and Partner Payout (CPP) team is responsible for ensuring our partners and couriers are paid the right amount, at the right time, with clear and transparent invoices and statements.

As Head of Engineering, you'll lead a global engineering organisation and play a pivotal role in shaping the future of our payouts technology. Reporting to the Director of Fintech, you'll work closely with Product and Pillar leadership to define and deliver technical strategy, while ensuring our platforms remain secure, stable, scalable and fit for the future.

We're looking for a leader who can live our behaviours of lead, deliver and care - building high-performing teams, championing ownership, embracing change and creating an environment where people can do their best work. You'll combine strategic thinking with a pragmatic, hands-on approach to deliver meaningful outcomes for our customers, partners and couriers.

These are some of the key components to the position:

• Lead a high-performing global engineering organisation, setting clear goals, building strong leadership capability and creating an environment where teams can thrive and deliver at scale.
• Develop and support engineering leaders, providing coaching, mentoring and clear performance expectations to help people grow, play to their strengths and succeed together.
• Own the technical direction of the CPP pillar, partnering closely with Product to shape roadmaps and ensure technology strategy is aligned with business and customer needs.
• Build for the future, guiding teams towards secure, scalable solutions aligned with our global target architecture while protecting the stability of our existing operations.
• Raise the bar on engineering excellence, fostering a culture focused on quality, agility, ownership and delivering measurable outcomes rather than simply shipping technology.
• Champion security and compliance, ensuring our Partner and Courier Payment technologies meet regulatory requirements while continuously simplifying and improving the experience.
• Drive technical strategy, co-creating, communicating and executing a clear vision that enables the organisation to move faster while maintaining reliability and integrity.
• Lead through change, championing transformation across your domain and helping teams adapt as our technology, organisation and business continue to evolve.
• Break down silos, working closely with Product, Architecture and wider Pillar leadership to align priorities, solve complex problems and help one another succeed.
• Own the operational performance of the platform, ensuring our payout services remain secure, reliable, stable and scalable as we grow globally.

What will you bring to the team?

• Strong engineering leadership experience, with a track record of building high-performing teams and cultures centred on quality, ownership and successful delivery.
• A coaching and mentoring mindset, with the ability to develop leaders and individuals, understand their strengths and create opportunities for growth.
• Experience leading at scale, including distributed or global engineering organisations and multiple levels of technical leadership.
• Strong technical strategy experience, with the ability to define and execute a clear technology vision aligned to business objectives and global architecture.
• Experience delivering secure and scalable solutions, balancing long-term architectural direction with the needs of a stable, high-performing live operation.
• Proven change leadership skills, with experience guiding people and teams through growth, transformation and evolving organisational priorities.
• Excellent communication skills, with the ability to make complex technical concepts clear, accessible and meaningful to non-technical stakeholders.
• Strong Product partnership, with experience working closely with Product leaders to prioritise roadmaps, make trade-offs and deliver against shared objectives.
• Knowledge of payments and payouts, including payment processing, payout schemes and relevant European regulatory requirements such as PSD2/3, AML, DORA and VAT regulations affecting e-commerce platforms.
• A collaborative, outcome-focused approach, combining strategic thinking with pragmatism, moving quickly when needed and creating a culture where people take ownership and celebrate collective success.

At JET, this is how we play

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Being the best at what we do isn't just about delivering on our strategy. It's a competition for something incredibly valuable - our customers' choice. Every time a customer decides where to order, they're picking a side.

At the heart of the JET Customer League are our values and behaviours. They guide every interaction, every decision, every innovation. These are the actions we need to perform consistently and brilliantly, to surpass the competition and earn our customers' loyalty, again and again.

Fun, fast-paced and supportive, the JET culture is about movement, growth, helping one another to succeed and celebrating wins. By truly living our values and embodying our behaviours, we're building a customer-first culture which enables us to stay one step ahead of the competition.

Inclusion, Diversity & Belonging

No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat We're committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.

What else are we delivering?

Want to know more about our JETers, culture or company? Have a look at our career site where you can find people's stories, blogs, podcasts and more JET journeys.

Are you ready to join the team? Apply now!