VP Customer Support

Location: Eindhoven HQ (4-5 days a week in office)

🚀 The Short Pitch

At Sendcloud, we are growing exponentially, but we refuse to let our support team become a bloated call center. We believe the best support experience is the one you never have to ask for. We are looking for a VP Customer Support who wants to build a world class Customer Support organization, using automation, LLMs, and proactive tech to solve problems before a human ever needs to get involved. You will lead the team that turns logistics nightmares into moments of trust, ensuring that our 30,000+ customers from all over Europe feel supported, heard, and empowered to grow.

🧐 The Role

You aren't here to hire an army; you are here to build a scalable machine that delivers a great customer experience.

We need a leader who can decouple headcount growth from revenue growth. Your mandate is to maintain (or improve) CSAT and response times while 30,000+ merchants scale to 100,000+, without linearly scaling the support staff.

You will sit at the intersection of Operations, Product, Data and AI. You will lead a high-performing human team for complex issues, but your primary obsession will be deflection, self-service, and "zero-touch" resolution. You are transforming Support from a cost center into a scalable strategic technology asset. Something we are already selling to the market today as Support Automation and Shipping Intelligence.

🎯 What you’ll do

• The "Uncoupling" Strategy: Your primary KPI is efficiency. You will prove that we can double our ARR without doubling our support headcount.
• Architect the AI Stack: You will own the implementation of next-gen support tools (e.g., custom LLM agents, What other tools do we use?). You will work with our CS Ops to train these models to handle Tier 1 inquiries (tracking status, simple claims) with higher accuracy and speed than a human.
• Product-Led Support: You will work directly with Product and Engineering to build a "self-serving" platform. If 20% of tickets are about "label printing errors," you don’t hire more agents to answer them; you work with Product on a fix or build an automated troubleshooter.
• Data as a Weapon: You will turn support conversations into structured data. You will provide the Executive Team with granular reports on why customers contact us and drive the initiatives to eliminate those root causes.
• Elevate the Human Team: By automating the mundane, you free up your human agents to become "Logistics or Tech Experts". You will upskill the team to handle high-value, complex, emotional situations that AI cannot touch.
• Deflection Engineering: You will overhaul our Help Center, API documentation, and in-app onboarding to ensure users find their own answers instantly.

✅ What you bring to the table

• Automation Native: You have a track record of implementing AI/Automation in a CS environment (e.g., reducing ticket volume by 30%+ through tech). You are comfortable talking about APIs, workflows, and bot logic.
• Scale-up Experience: You have led CS in a high-growth B2B SaaS environment where efficiency was the priority.
• Analytical Rigor: You don't manage by "feeling"; you manage by the numbers. You obsess over Deflection Rate, FRT, TTS, and Cost to Serve.
• Product Mindset: You effectively think like a Product Manager. You understand that the best way to reduce tickets is to improve the UX.
• Change Management: You know how to lead a human team through a transition to AI. You can reassure and upskill staff, showing them that automation removes the boring work, not their jobs.

🧬 The Sendcloud DNA

Our culture is our secret weapon. We hire based on our three core values:

1. 💩 No Bullshit: We don’t pretend AI is magic. It takes hard work to train and maintain. We are honest about what works and what doesn't.
2. 🏆 Grow & Win: You are obsessed with scalability. You want to build a support engine that is the envy of the SaaS world.
3. 🎠 Have Fun: We are automating the boring stuff so we can enjoy the interesting stuff. We celebrate our efficiency wins as a team.

🎁 What’s in it for you?

• Innovation: You get the budget and freedom to experiment with the latest AI tech in a real-world, high-volume environment.
• Impact: You are directly responsible for our unit economics (profitability).
• Comp: Competitive salary + meaningful equity package.
• Growth: An annual €2,000 study budget (perfect for AI/Tech courses).
• Recharge: 28 holidays + a "Sendcloud Sabbatical" (4 weeks paid leave) after 3 years.
• The Office: A vibrant HQ in Eindhoven with a gym, lunch every Monday, Sendcloud bar, and a "work hard, play hard" atmosphere.