About Ops Hub
Ops Hub is a structure specialized in setting up and managing multilingual support & concierge teams for ambitious digital services. We support startups and scale-ups in the operational execution of their projects: recruitment, processes, quality, performance – we handle everything so they can focus on the product.
The project you'll be working on?
Making a 24/7 personal assistant accessible to everyone, through a simple, seamless and intelligent app.
Behind that promise lies a powerful operational machine.
Today, we operate through 2 call centers (Tunisia, Madagascar), with a 3rd site currently being integrated, covering 6 active languages (FR, EN, IT, ES, PT, DE), with over 80 agents – and a projection of 500 agents by the end of 2025.
Description du poste
Your Role
As a Customer Success Manager, you are the cornerstone of Ops Hub's performance.
You operate at the intersection of production, quality, staffing and operational oversight, making sure everything runs smoothly, performs well, and scales fast.
This is a strategic and operational role, at the heart of the engine: you identify bottlenecks, propose action plans, monitor KPIs daily, lead internal teams and coordinate with external partners.
You are simultaneously an analyst, a manager, a hands-on operator, and a short-term strategist.
Your Main Missions
Performance & Monitoring
- Monitor daily production KPIs (productivity, success rates, delays…)
- Conduct root cause analysis on performance drops and formulate corrective actions
- Coordinate priorities, escalate alerts, adjust processes with the Head of Ops
✅ Quality & Standards
- Oversee the internal quality process (with the dedicated QA manager)
- Organize calibrations, formalize standards, detect any deviations
- Challenge teams and providers to continuously raise the bar
Coordination & Team Management
- Manage an internal team of 4 to 6 people (agents, QA, Team Leads)
- Oversee our call center partners: performance follow-up, regular meetings, reporting
- Contribute to onboarding and the structuring of new centers
Staffing & Capacity Planning
- Build a precise staffing plan by language, channel and site
- Launch necessary recruitments via our providers
- Optimize scheduling to maximize productivity and control costs
Expansion & Structuring
- Participate in the launch of new sites and the structuring of our international operations
- Travel regularly on-site (approx. 1 week every 2 months)
- Play an active role in the scalability of our operational model
Profil recherché
Profile
- Minimum 5 years of experience in project management / operations / performance / scaling
- Strong skills in operational data analysis
- Solid background in team management (internal + external partners)
- Fluent English is a must – any additional language is a plus
- You are: structured, analytical, proactive, impact-driven and solution-oriented
- Presence in Lisbon preferred (or willing to relocate) – partial remote possible
Conditions
- Long-term freelance mission
- Regular travel required (Tunisia, Madagascar, etc.)
- Start date: ASAP
- We value excellence: benefit from a generous package, with above-market pay and performance bonuses
