Head of Client Service – Customer Operations

Weezevent

. Lead the Group’s overall omnichannel customer experience strategy .

Posted 10/28/2026full-timeClichy • FranceLead💰 €55,000 - €70,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading omnichannel customer experience strategies and managing B2B Self-Service client portfolios, ensuring exceptional service quality and maximizing customer satisfaction. Proficient in analyzing customer satisfaction metrics and implementing operational improvements through effective team leadership and communication.

Highest-signal resume keywords

Omnichannel Customer Experience StrategyCustomer Service Operational KPIsTeam ManagementCustomer Experience ToolsFluent English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Satisfaction MetricsSelf-Service ManagementTicketing SystemsRevenue Growth StrategiesQuality Assurance ReviewsOperational SLA ManagementUpselling Opportunities IdentificationAI ImplementationData AnalysisReport Production

Soft Skills

LeadershipAnalytical RigorExcellent Communication SkillsCustomer Service MindsetProblem-Solving

Tools & Technologies

IntercomAircallHubSpotTrustpilot

Industry Keywords

B2B Self-ServiceCustomer Lifecycle ManagementEuropean EventsClient Service AdvisorsCustomer Support

Tech Stack

Tools & technologies

Flux

About the role

Key responsibilities & impact

Lead the Group’s overall omnichannel customer experience strategy
Oversee the B2B Self-Service client portfolio (€10M in revenue), as well as outsourced B2C support for major European events
Ensure exceptional service quality, maximize customer satisfaction, and grow revenue in the Self-Service segment
Lead international support teams
Manage contact channels, including phone, email, chat, bots, and WhatsApp
Determine staffing requirements, organize schedules, and monitor workload based on incoming volumes
Ensure operational SLAs are met for phone and ticketing/email support
Establish communication guidelines and scripts, and conduct quality assurance reviews
Co-lead the brand strategy across Europe with the Marketing team
Manage moderation, address negative reviews, and automate the collection of positive reviews
Oversee the complete customer lifecycle for Self-Service clients and outsourced B2C support
Identify upselling opportunities and optimize segment revenue
Measure and analyze customer satisfaction metrics, including NPS, CSAT, and CES
Produce monthly reports for the Group Board and Country Managers
Collaborate with Product Owners and the Finance department
Supervise, manage, train, and develop 25 Client Service Advisors across six countries, as well as approximately ten external service providers
Administer customer service tools
Analyze recurring contact reasons and report operational issues to the Product and Operations teams
Implement AI to improve performance and automate low-value tasks

Requirements

What you’ll need

7+ years of experience managing customer service or customer support at a European or international level
Proven experience managing teams
Strong command of premium customer service operational KPIs, including answer rate, SLA, average handling time, CSAT, NPS, and FCR
Knowledge of customer experience and support tools, such as Intercom, Aircall, HubSpot, and Trustpilot
Ability to independently manage and grow a customer segment, particularly Self-Service/Digital
Experience in ticketing and/or events is highly desirable
Fluent English
Leadership, a strong customer service mindset, analytical rigor, excellent written and verbal communication skills, and the ability to manage unexpected operational issues
All our positions are open to candidates with disabilities

Benefits

Comp & perks

30 days of annual leave
39-hour workweek
Hybrid work arrangement with three days per week on-site
8-month probationary period