Head of Client Operations

Everfield

. Provide disciplinary and functional leadership for a team of approximately 15 employees across Support and Consulting, with clear prioritization, scheduling, and follow-through on day-to-day results .

Posted 9/29/2026full-timeKrumbach • GermanyLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and management capabilities in Support and Consulting teams, with a focus on driving AI adoption, achieving revenue targets, and enhancing customer satisfaction. Proficient in establishing measurable processes and fostering a culture of ownership and collaboration.

Highest-signal resume keywords

Team LeadershipAI Tool ImplementationRevenue ManagementCustomer Satisfaction ImprovementFluent German and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Support Team ManagementConsulting ProcessesKPI Definition and ReportingCross-Selling and UpsellingBudget Management

Soft Skills

Strong Execution SkillsExcellent Communication SkillsMotivational LeadershipHands-On ApproachChange Management

Tools & Technologies

AI-Powered ToolsDigital Tools

Industry Keywords

Laundry ServicesTextile ServicesB2B Service IndustriesSoftware/SaaS Environment

About the role

Key responsibilities & impact

Provide disciplinary and functional leadership for a team of approximately 15 employees across Support and Consulting, with clear prioritization, scheduling, and follow-through on day-to-day results
Act as the primary point of contact for critical customer issues; ensure fast, reliable resolutions and strengthen customer satisfaction and retention
Establish clear, measurable processes in Support and Consulting; identify bottlenecks and resolve them pragmatically
Develop, implement, and actively promote the use of AI-powered tools within the team, as well as drive their adoption among customers
Identify cross-sell and upsell opportunities arising from Support and Consulting interactions and work closely with Sales
Assume responsibility for revenue and budgets for Support & Consulting, including personnel, operating, and project costs
Achieve and transparently report on defined KPIs, such as revenue targets, cost budgets, service levels/CSAT, and AI adoption rates
Recruit, develop, and motivate employees while fostering a culture of ownership and customer focus
Define relevant KPIs and report regularly to the executive team
Serve as the link between customers, Product/Engineering, and the executive team, bringing structured customer feedback into product development
Participate in a 30-minute TA call, a 45-minute hiring manager call, and a 90-minute case study during the application process

Requirements

What you’ll need

Several years of experience managing a Support, Service, or Consulting team of a comparable size (10+ employees)
Demonstrated “get-things-done” mentality, strong execution skills, a hands-on approach, and high initiative; experience working cross-functionally
Strong ability to lead, motivate, and inspire people, including during periods of change
Affinity for digital tools and AI, with experience introducing new ways of working within a team
Excellent communication skills at all levels (customers, team members, and executive leadership)
Fluent German and English, with professional-level negotiation skills
Preferred: Sales experience or a demonstrable commercial track record (e.g., revenue ownership, cross-selling/upselling)
Preferred: Industry knowledge in the laundry/textile services sector or related B2B service industries
Preferred: Experience in a software/SaaS environment, including Support and Consulting processes around a product
Preferred: Experience with AI tools in operational customer service (e.g., AI-powered ticket triage, knowledge bases, and copilots)
Legally authorized to work in the country where the position is based
Willingness to provide information about work authorization and visa status

Benefits

Comp & perks

No employer-provided benefits or additional compensation are specified in the posting