Customer Support Operations Specialist

Hybrid from Prague

Usercentrics is a global leader in data privacy and privacy-led marketing solutions. We believe there is no need for a trade-off between growth and privacy compliance. Our vision is to unlock the potential of data privacy to empower a thriving digital ecosystem. We work with companies to create a healthy balance between data-driven business and privacy-led marketing for every size of enterprise. Our customers build trust with their users through improved transparency and control to drastically improve marketing and monetization, while achieving full privacy compliance.

We are a B2B SaaS company primarily serving the small and medium business segment. Our fast-paced, high-volume, multi-tiered support organization spans multiple software products and regions, with a team of 40+ colleagues across several countries. Supporting more than 150,000 customers, we handle hundreds of daily requests via chat, phone and email.
As part of the Commercial Operations team, you will play a key role in optimizing and scaling our Customer Support strategy by collaborating across teams and driving initiatives independently. You will be responsible for designing and implementing processes that improve customer experience, streamline workflows, remove bottlenecks and increase overall efficiency.
This role requires you to deliver actionable insights through data analysis and develop deep expertise in tools such as Zendesk Explore, Power BI, Geckoboard and others. You will monitor team performance, ticket management, workload distribution and customer satisfaction, while identifying opportunities for process improvements, automation and reporting that deliver measurable impact. 
This is a hands-on role for an experienced professional who thrives in a dynamic environment, can manage multiple priorities with minimal supervision and is passionate about building scalable systems that empower both customers and internal teams.

• Take end-to-end ownership for ensuring efficiency, scalability and quality within Customer Support operations.
• Collect, analyze and interpret data to generate actionable insights and build action plans in collaboration with Commercial Leadership.
• Lead and deliver high-impact projects within Customer Support organization.
• Define and manage the Customer Support tech stack strategy together with our Solutions Administrator.
• Build and own the data analytics and reporting framework for Customer Support, to guide leadership's strategic decisions.
• Develop, document and optimize scalable business processes.
• Collaborate with Product and Engineering teams, sharing Customer Support insights to drive product improvements.
• Design and implement internal and cross-departmental workflows to ensure seamless collaboration across support tiers and teams such as Product, Engineering and Finance.
• Monitor KPI and internal efficiency metrics, related to support ticket handling, customer behavior and customer facing documentation, ensuring accurate data across Customer Support systems.
• Collaborate on the creation of external knowledge base articles as well as internal procedures and policies.

5+ years of experience in customer or customer support operations or a related role within a B2B software or SaaS company.

• Advanced proficiency in one or more of the following systems: Zendesk (preferred), Jira Service Management, ServiceNow, Freshdesk, or Salesforce Service Cloud, with a focus on automation and reporting.
• Proficiency in Power BI and familiarity with Salesforce CRM is a plus.
• Strong understanding of customer journeys and how systems and processes can drive efficiency and business impact.
• Proven ability to lead organizational change and develop cross-departmental processes that enhance operational performance.
• Experience in building reporting frameworks and dashboards to support decision-making.
• Strong analytical skills with the ability to interpret complex data, generate actionable insights and connect them to company goals.
• Excellent documentation, communication and project management skills with attention to detail and accuracy.

• Joining Usercentrics means becoming part of a fast-growing, diverse and international team of tech enthusiasts and entrepreneurially-minded who build our success story together

• Company culture is important to us - we strive to continuously develop a positive, vibrant and inspiring environment that enables everyone to thrive both personally and professionally

• Get involved We have plenty of initiatives and love to see people from all department enthusiastically participating and shaping our future together in different cross-department projects

• Your work-life balance is important to us too - we offer flexible working hours, hybrid working and the possibility of workcations (in accordance with our company policy)

• We always remember to have fun along the way, both in our day-to-day work and at our regular team events on site in our offices in Munich, Copenhagen, Odense, Lisbon and Prague or online

• You are the most valuable asset to our company which is why we're happy to offer awesome benefits like our personal development budget, job-related language courses and a lot more (depending on your location) to focus on your well being