Founded in 2017, refurbed is Europe’s fastest-growing marketplace for refurbished products, active in 12 European countries and having surpassed €2Bn in GMV — all while being profitable. With beautiful headquarters in Vienna, we operate as a remote-first company, and our 250+ employees enjoy up to two months of workation per year. We’ve also been recognised as a Top DACH Employer by Kununu for three consecutive years.
Our mission is to make sustainable consumption the easy choice by enabling customers to buy products up to 40% cheaper while significantly reducing CO₂ emissions.
If you thrive in an environment that values momentum, ownership, and impact, you’ll feel at home here. We’re a fast-paced, high-performance team that works hard and challenges itself everyday. To enable this high-performance every team member enjoys full autonomy over their location (we’re remote-first).
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:
- You bring proven experience leading multiple Team Leads in Customer Service or Operations, ideally in a fast-scaling, tech-driven or e-commerce environment
- You have a strong operational backbone and are comfortable owning performance across several teams with different scopes (e.g. escalations, payments & fraud, community management)
- You are highly data-driven and confident using operational metrics (CSAT, SLAs, quality, productivity) to steer decisions and prioritize impact
- You have experience building or professionalizing workforce management (forecasting, capacity planning, scheduling), even where structures or tools are still evolving
- You bring a tech- and AI-driven mindset, with curiosity and pragmatism around automation, tooling, and scalable improvements
- You are a clear and confident communicator, able to guide teams through change with empathy while holding high performance standards
- You combine hands-on pragmatism with strategic thinking, and are comfortable zooming in on daily ops while contributing to longer-term improvements
- You lead with empathy and transparency, but also have the courage to make tough decisions when needed
WHAT YOU’LL DO:
- Own and steer daily Customer Service Operations, ensuring stable performance across all second-level teams against clear KPIs
- 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
- Use data to drive operational impact, turning insights from CSAT, quality, efficiency, and SLAs into concrete actions and measurable improvements
- Identify and implement AI- and automation-driven improvements, prioritizing high-impact use cases and supporting teams through adoption and change
- Manage incidents and critical escalations, ensuring clear ownership, fast resolution, and documented learnings to prevent repeat issues
- Continuously review and challenge existing processes, bringing fresh perspective and external best practices to scale quality, efficiency, and customer experience
WHY YOU WILL ENJOY WORKING WITH US:
Our Culture and Values:
- Decisions should be made based on facts and not by hierarchy levels? We sure think so!
- We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.
- You fail sometimes? Well, so do we! We’re all just human, let’s learn from our mistakes to improve in the future!
- 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!
Personal & Professional Development:
- 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.
- We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.
- We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.
Flexibility:
- 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 😊
- 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.
- 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
…and much more! See https://careers.refurbed.com/ for further insights!