Senior Support Operations Manager

Role overview

Senior leadership role within the Customer Operations function, accountable for running and continuously improving the customer support operation that serves a large, global user base. The position blends people management, process design, and operational analysis to keep response quality, throughput, and customer satisfaction trending upward as demand scales. The role sits within Belgium, with the option to work from Ghent, hybrid, or fully remote within the country on a full-time basis.

Responsibilities

- Lead, coach, schedule, and develop a customer support team operating across multiple channels - Own key support metrics such as response time, resolution rate, satisfaction scores, and SLA adherence, and drive continuous improvement against them - Design and document scalable workflows, playbooks, and escalation paths that keep pace with growing volume - Partner with product, engineering, and other operations teams to channel customer feedback into roadmap and tooling improvements - Forecast demand, plan capacity, and manage the budget and tooling underpinning the support function

Benefits and work setup

- Hybrid or fully remote working within the country, with a Ghent office available - Flexible time off with autonomy to manage work–life balance - Career development support including workshops, frameworks, tools, training, and structured processes - Competitive compensation, reviewed proactively to reflect contribution - Net allowance to support home-office expenses - Mobility budget or company car, depending on job category - Lunch vouchers and eco vouchers - Comprehensive health insurance covering the employee and dependents - Group pension and insurance funding - Employee referral bonus program