Customer Service Lead

Customer experience at Opptra isn't an afterthought it's infrastructure. As Services Lead, you'll build the post-sale engine from the ground up: the processes, tools, team, and playbook that make every customer interaction reliable, fast, and worth repeating. This role sits at the intersection of operations and product, and you'll be the person who turns on-ground service friction into requirements the tech team can actually build against.

What You'll Own

• Design the services charter from scratch service catalogue, SLAs, escalation paths, QA frameworks — and then run it day-to-day.
• Pick, implement and configure the right CRM or ticketing stack (Zendesk, Freshdesk, Salesforce or equivalent) and wire it into existing workflows.
• Manage third-party service partners — set expectations, define contracts, hold them to outcomes.
• Build and lead the service team: hire for the right profile, structure for scale, develop for ownership.
• Partner with product and engineering to translate service pain points into clear, prioritised requirements — and see them through to delivery.
• Own the metrics: CSAT, NPS, resolution time, cost-to-serve, volume. Use them to run operations, not just report them.
• Expand the function as new brands and categories come online — standardise what works, adapt what doesn't.

Requirements

What You Bring

• 3–8 years in a Services, Customer Service or Service Operations role — with at least one experience of building a function from zero.
• You've designed service processes from scratch before: catalogue, SLAs, escalation matrices, QA — and then actually operated them at volume.
• Hands-on with CRM or ticketing platforms. You've configured workflows and integrations, not just used the front end.
• You know how to talk to a product team — translate a service pain point into a spec, prioritise it against competing asks, and follow it through.
• Data-oriented by default. You use numbers to make decisions, not just to make slides.
• Experience building and managing a service team across geographies, categories or brands is a strong plus.

Good to Have

• Worked in ecommerce or a high-SKU, high-volume consumer brand where service complexity is a real operational problem.
• Automated service workflows — whether through your CRM tooling, custom integrations or working with an engineering team on something purpose-built.
• Scaled a service function into a new market or category and navigated what breaks when you try.
• Worked with 3P service partners or outsourced teams — and know how to hold them accountable without micromanaging.
• Exposure to AI-assisted service tools or automation — even if early-stage or experimental.

Why Join Opptra

You'll build, not inherit

There's no existing playbook to maintain. You'll define the service function from the ground up — the processes, the team, the tools, the culture.

Seat at the table

You'll work directly with category leadership, product and engineering. Your inputs will shape roadmaps — not sit in a backlog for quarters.

AI-first environment

Opptra runs on automation and AI infrastructure. You'll have the tools and the team to move fast and build the kind of service operation that actually scales.