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 Puna remote: Po Burimi: https://mk.linkedin.com/jobs/view/customer-operations-lead-at-fitkit-4353693302

Niveli: senior