Head of Client Services

Lead the teams behind a great customer experience — across Europe

We're looking for a Head of Client Services to build, scale and lead our client services and helpdesk operations across Belgium, the Netherlands, France and our upcoming expansion into the rest of Europe.

In this role, you will lead the teams that handle customer contact on behalf of Zero Friction's customers — heating & cooling suppliers across Europe. Your mission is simple but powerful:
make sure end customers receive fast, clear and high‑quality support, every time.

If you enjoy leading people, improving processes and scaling operations across countries, this role is for you.

Meet Zero Friction: the sidekick of Europe's energy heroes

We are a fast-growing SaaS scale-up on a mission to make the energy transition easy, fair and frictionless. Our platform empowers heating and cooling suppliers to automate billing, cost allocation, and customer management—so they can focus on what truly matters: delivering reliable, affordable energy to communities.

On top of our software, we also support our customers by running their client services and helpdesk operations — so they can focus on delivering reliable and affordable energy.

At Zero Friction, we don't just build software—we build superpowers for our heroes. By removing hassle and enabling transparency, we help suppliers lead the way to a sustainable future. Collaboration, innovation and bold thinking are at our core. Ready to fight friction with us?

Why this role matters

As Head of Client Services, you are responsible for how end customers experience Zero Friction and our customers — across multiple European countries.

You will:

• lead and grow customer service and helpdesk teams,

• ensure a consistent and high‑quality customer experience across markets,

• and build the operational foundation for future European expansion.

Your work has a direct impact on customer satisfaction, efficiency and trust — and on Zero Friction's ability to scale across Europe.

Your role & responsibilities

• Define and lead the Client Services strategy across BE, NL, FR and potential other EU countries.

• Build, scale and manage customer service and helpdesk teams handling:

  • customer questions,

  • billing support,

  • meter and consumption topics,

  • payment and collections questions.

• Create clear, simple and consistent processes so teams work efficiently across countries.

• Lead, coach and motivate team leads and agents in different markets.

• Set and monitor KPIs and service levels (quality, response times, customer satisfaction).

• Use technology, automation and AI to improve efficiency and service quality.

• Ensure services comply with local regulations and cultural expectations.

• Work closely with Product, Sales, Finance, HR and the CEO to align client services with company goals.

• Monitor financial parameters and keep balance between healthy margin, growth and potential investments.

• Make sure customers receive a friendly, clear and professional experience, regardless of country or channel.

What we're looking for

• Experience leading customer service, helpdesk or contact center teams, preferably across multiple countries.

• Strong people manager who enjoys coaching, developing and scaling teams.

• Hands‑on experience with process improvement and operational excellence.

• Comfortable working in an international, fast‑growing environment.

• Customer‑first mindset: you care deeply about clear communication and good service.

• Data‑driven and confident working with KPIs and performance metrics.

• Clear communicator who can align different teams and stakeholders.

• Fluent in Dutch, English and French (additional languages are a plus).

Experience in energy, utilities or billing environments is a plus — but not required.

What we offer

• A key leadership role in a fast‑growing SaaS company active across Europe.

• The opportunity to build and shape Client Services from a strategic level.

• Real ownership and visibility — your work truly matters.

• Hybrid working, flexible hours and autonomy.

• A collaborative, ambitious and down‑to‑earth team culture.

• Competitive salary, leadership‑level benefits and growth opportunities.

• A chance to contribute to the European energy transition in a meaningful way.

Interested?

If this role sounds exciting and you see yourself in most of it, we'd love to hear from you.
At Zero Friction, we value potential, mindset and motivation over ticking every single box.

Apply now and help us deliver great customer service — frictionless, across Europe.

Zero Friction is an equal opportunity employer. We celebrate diversity and welcome applicants from all backgrounds.