Freelance Group Customer Support Manager at Workwize

At Workwize, we’re helping IT teams to easily equip their remote and global teams with all necessary IT equipment. Our automated SaaS platform simplifies hardware deployment, management, and retrieval with fast, reliable deliveries in 100+ countries. With 50.000 users and 120.000 devices under management, we’re solving hybrid work challenges like laptop deliveries, returns and equipment tracking, allowing IT teams to focus less on manual hassles and more on strategic initiatives. Join our team to help shape the future of global collaboration. At Workwize, your work will make a real impact in building smarter, more connected workplaces worldwide. LinkedIn has also recognized Workwize as one of the Top 10 Startups for 2025 in the Netherlands! About the Role We're looking for a freelance Group CO Manager to take help us scale our Customer Operations (CO) organization, spanning both Support and Sourcing, and drive it to world-class performance. This is a high-impact leadership role for someone who thrives at the intersection of people leadership, operational rigor, and strategic execution. You'll manage Team Leads and Lead/TL-level managers across functions, own the CO roadmap end-to-end, and be the internal force that turns ambitious objectives into delivered outcomes. If you've built and scaled customer-facing operations, know how to run a tight roadmap while developing exceptional talent, and care deeply about both process excellence and team culture, we'd love to talk. Your Responsibilities Include People Management • Manage and develop Team Leads and Leads across Support and Sourcing sub-teams. • Act as a role model for managerial excellence — coaching your direct reports to become strong managers themselves. • Drive MEI (Manager Effectiveness Index) performance across your organization. Operational Excellence • Own overall SLA performance for the full CO organization. • Ensure tools, training, and workflows are continuously optimized to support team autonomy, accuracy, and scale. • Lead tooling prioritization decisions including dashboards, AI/chatbot oversight, and automation investments. Roadmap & Project Execution • Contributes and own part of the CO roadmap: break down master initiatives into structured, time-bound delivery plans across multiple workstreams simultaneously. • Drive best-in-class project execution — from output quality and stakeholder management to cross-functional decision-making. • Represent CS/CO in strategic forums and cross-functional syncs; contribute to the definition and achievement of OKRs. Capacity & Growth Planning • Anticipate hiring needs in advance across sub-teams; advise on team structure and organizational design as we scale. • Surface risks and opportunities in capacity planning before they become blockers. What We're Looking For Core Experience • Proven track record leading Customer Operations, Customer Support, or related functions at a fast-growing company — ideally in a SaaS or tech environment. • Experience managing managers (Team Leads, Leads) • Demonstrated ability to own and execute a complex, multi-initiative roadmap with high-quality outputs on time. Core Skills • Deep understanding of Support and Sourcing operations: what great looks like, what breaks at scale, and how to fix it. • Strong project management discipline — you can structure ambiguity into clear plans and hold teams accountable. • Data-driven: you make decisions with data, build dashboards that matter, and track what counts. • Analytical and structured, with a bias toward measurable outcomes and efficiency • Structured, rigorous, with a high attention to details - and problem solving skills Leadership & Culture Fit • You define and embody a high-performance culture — ambitious, kind, accountable, and improvement-oriented. • You contribute to company-wide culture, not just your team's. • You're a strategic thought partner: you don't just execute, you help shape the strategy and advise on team organization. What Success Looks Like In your first months, you will have: • Delivered the CO roadmap on time and with high-quality outputs. • Improved overall CO SLA performance across the full organization. • Elevated MEI scores across your managees through active coaching and development. • Built a capacity plan that keeps hiring ahead of demand. • Established tools, training programs, and workflows that enable team autonomy at scale. Bonus Skills • Zendesk admin or advanced configuration experience • Experience with internal tooling (Filament, Airtable) • Background in AI training, deflection optimisation, or self-service strategy • Exposure to analytics tools • Experience in operations-heavy or multi-time-zone environments Our Team Becoming part of Workwize means making an impact. We make sure that we will contribute to the change in the way of working. For us it is also important that we make an impact on our employees, that they feel challenged and ease. We consist of a rapid growing and ambitious team with all different backgrounds. Entrepreneurs, Operational specialists, Developers, Sales gurus you can find them all at Workwize and are always on the look-out for the next original ideas to reach more consumers and create the best value for our customers. We are looking forward to meeting you and discover if there is a match with the Workwize team!