Hybrid Manager, Customer Support and Operations

at Keylane

• Job title: Manager, Customer Support and Operations
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: €5,300 - €7,100 per month
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Utrecht, Netherlands

About the role

• Manager overseeing end-to-end SaaS service delivery in customer support at Keylane. Responsible for operational excellence, compliance, and customer satisfaction in a hybrid environment.

Responsibilities

• End-to-end responsibility for the delivery of the SaaS service to customers;
• Ensure SaaS services are delivered in line with existing SLAs;
• Act as the operational point of contact for customers;
• Stakeholder management across internal teams and external partners;
• First-line responsibility for ISAE controls, audits, and compliance;
• Accountable for delivering the SaaS service within the agreed budget.

Requirements

• Experience managing SaaS or IT operations in a customer-facing environment;
• Strong people management skills with a clear and pragmatic leadership style;
• A solid understanding of service management, SLAs, and operational governance;
• Experience with ISAE or comparable control frameworks;
• The ability to balance service quality, customer expectations, and cost control.
• A Certificate of Conduct (VOG) and reference check are part of the application process.
• Each employee within Keylane must follow training on information security and irrespective to the role basic information security responsibilities apply

Benefits

• A monthly gross salary between € 5300 and € 7100 based on 40 hours per week;
• 8% holiday allowance of your total gross salary;
• A profit share;
• A pension scheme, with the option to save extra;
• Travel reimbursement: Receive a mileage allowance of €0.23 per km or an NS Business Card, which can also be used for personal travel
• 24 holiday days (with the option to buy extra) and 7 inclusion days, which can be exchanged with fixed Dutch national holidays, allowing you to take them when you like;
• Flexibility in working environment. As part of a hybrid working team, you will work partly from home and partly from the office. If you work in the office, a free lunch is waiting for you every day. If you work from home, you will receive a working from home allowance (€ 4 net per day) and internet allowance (€ 35 net per month);
• The possibility of working remotely from abroad for up to 2 months per year;
• The possibility to lease a bike through our bike leasing program;
• A one-year contract that, subject to satisfactory performance, will be converted into a permanent contract;
• The opportunity to develop yourself at our Academy through courses and training, both professionally and personally;
• A comprehensive vitality offer to help you stay healthy. Read more here;
• An active and fun community of ‘Keylaners’. We also have after work drinks at our in-house pub every Thursday.