Head of Customer Service

OCUS is the world leader in visual content for restaurants. We power the imagery operations of world leaders like DoorDash, Uber Eats or Just Eat Takeaway, and millions of restaurants across 40+ countries. €20M ARR. Profitable. 40 people. 10 years of building the infrastructure that makes restaurants look their best online.

Now we’re launching something new. Ocus Viral is our new product, an autonomous Viral Content Agent for restaurant brands. Real creators shoot on site. AI handles editing, trend‑matching and publishing. Every location, every day, at a fraction of agency cost.

Role Overview

We are seeking a data‑driven Head of Customer Service to lead and scale our customer support operations. This role is critical in transforming customer service into a strategic function: leveraging data, technology and process optimization to deliver exceptional customer experiences and measurable business impact.

The ideal candidate combines strong leadership capabilities with deep expertise in customer service platforms (notably Intercom) and a proven ability to translate data insights into operational and strategic improvements.

Key Responsibilities

• Operational & Team Leadership: Lead day‑to‑day customer service operations while building and developing a high‑performing team. Oversee hiring, onboarding, coaching and continuous capability building to ensure consistent, high‑quality support and adherence to service level agreements.
• Performance Management: Establish clear goals and performance frameworks aligned with company objectives. Ensure effective monitoring of both productivity and response quality, and drive continuous improvement initiatives across the team.
• Data‑Driven Strategy: Define and track KPIs such as CSAT, resolution time and ticket volume. Leverage data analytics to identify trends, uncover root causes and drive continuous improvement.
• Platform Optimization (Intercom): Own and scale the Intercom ecosystem by optimizing workflows, implementing automation and enhancing agent productivity through system improvements and best practices.
• Customer Insights, Reporting & Cross‑Functional Collaboration: Analyze customer interactions and feedback to generate actionable insights. Deliver regular reporting to senior leadership and collaborate closely with Product and Engineering teams to resolve systemic issues, improve product experience and reduce customer friction.

Qualifications

• 5+ years of experience in customer service leadership, ideally within a tech‑driven or high‑growth environment
• Demonstrated expertise managing a Customer Support Platform (ideally Intercom), including configuration, automation and reporting
• Strong analytical mindset with experience leveraging data to drive operational improvements
• Proven ability to lead and scale teams, with a focus on performance and engagement
• Excellent communication and stakeholder management skills
• Customer‑centric mindset with a proactive, solution‑oriented approach
• Comfortable operating in fast‑paced, evolving environments