Customer Operations Lead

FitKit is a fast-growing corporate wellness platform operating across multiple Balkan markets. We’re rebuilding our Customer Operations function and looking for a strong operator who can own Zendesk, phone support, and provider onboarding, while preparing the ground for regional scaling in 2026. This is not a classic customer support role. This is a central control position responsible for keeping customers, providers, and internal teams aligned.

What you’ll be responsible for

**Customer Operations (≈ 60%)**

- Own Zendesk across all channels (app, email, web, integrations)
- Handle incoming tickets, prioritize, resolve, and escalate when needed
- Maintain response-time SLAs and customer satisfaction
- Prepare weekly reports and insights (Zendesk + Pipedrive)

**Phone Support (≈ 30%)**

- Handle inbound calls from users and providers
- Solve operational issues or route them correctly
- Be the calm, professional voice of FitKit

**Provider Onboarding & Contracts (≈ 10%)**

- Finalize provider onboarding after commercial terms are agreed
- Prepare, send, and track contracts via DocuSign
- Collect onboarding data and activate providers in the system
- Guide providers through basic usage of the admin panel

**Looking ahead (2026+)**

- Act as central “flight control” for tickets coming from Greece, Bulgaria, Serbia, and Slovenia
- Route and assign tickets to country owners
- Maintain quality and consistency across markets

What we’re looking for

- 2+ years in customer operations, support, or service delivery
- Hands-on experience with Zendesk
- Comfortable on the phone and with operational problem-solving
- Organized, process-driven, and calm under pressure
- Experience with DocuSign and Pipedrive is a strong plus
- Fluent in English; Macedonian required (Serbian/Greek is a bonus)
- Able to work fully remote and independently

Compensation & benefits

- Gross salary: up to €1,000 / month
- Wellness benefit: 120 FitKit credits
- Fully remote (North Macedonia only)
- Probation period: 3 months
- After probation: Eligibility for Share Option Plan and private health insurance
- Real opportunity to grow into a regional operations role

Why this role matters

You’ll be:

- Rebuilding and owning Customer Operations from day one
- Working directly with leadership
- Creating systems that will scale across multiple countries
- Having real impact, not just answering tickets