Manager Customer Service & Operations - Clearfacts

Clearfacts Manager Customer Service & Operations

We develop and sell software solutions for tax and accounting professionals. You will join a dynamic and ambitious team where customer focus and quality are central.

In this role, you will focus on the product ClearFacts: Clearfacts - The digital highway between accountants and entrepreneurs.

As Clearfacts Manager Customer Service & Operations, you will be responsible for steering the Operations team and for achieving operational results and excellent customer satisfaction.

The Operations team consists of:

• Customer Support Team: handles all functional and technical customer inquiries.
• Application Support Engineers: responsible for technical installations, migrations, and monitoring of data traffic.
• Administrative Team: handles customer onboarding, planning, project coordination, and billing.

You will be part of the Clearfacts management team and work closely with product, development, sales, and marketing, as well as with customers and partners.

You contribute to the strategic growth of Clearfacts and ensure that our processes remain scalable to support a rapidly growing customer base.

Responsibilities:

Leadership & Team Development

• Coach, guide, and develop a diverse team (10–12 employees).
• Ensure optimal staffing, knowledge sharing, and team competencies.

Operational Coordination

• Daily planning, prioritization, and coordination of activities within the three teams.
• Optimize processes, tools, and procedures to maintain efficiency and high-level customer satisfaction.
• Initiate and execute improvement projects around scalability and service enhancement.

Stakeholder Management & Collaboration

• First point of contact for sales, product, development, marketing, and other business units within Wolters Kluwer.
• Active contribution to the Clearfacts management team.
• Contribute to Wolters Kluwer group projects that impact Clearfacts operations.
• Capture and translate customer and partner feedback into concrete improvement actions.

Reporting & Analysis

• Prepare and monitor KPIs around operational performance and customer satisfaction.
• Analyze trends in workloads, incidents, and customer inquiries, and propose improvements.

What we are looking for:

• Strong analytical skills to understand problems and formulate solutions.
• Excellent in planning, organization, and prioritization.
• Master’s degree or equivalent through experience.
• At least 3 years of experience in a people management role.
• Experience in a customer service or operations environment.
• Pragmatic, transparent, and positive attitude.
• Fluent in Dutch, French, and English.

What we offer you:

• A versatile role within an ambitious and collegial team.
• A competitive salary package supplemented with extralegal benefits and a healthy work-life balance and flexible remote work options.
• Space for personal growth and development, with access to training and internal advancement opportunities.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.