Customer Operations
Customer Service Team Lead
Customer Service Team Lead
The Customer Service Team Lead is responsible for delivering outstanding customer experiences while leading and developing a team of Customer Service Specialist at Suitsupply's Headquarters. Reporting to the Regional Customer Operations Manager, this role balances hands-on customer case handling across WhatsApp, chat, email, and phone with daily operations management, coaching, and performance oversight. Through regular feedback, structured 1:1s, and collaborative development, the Team Lead fosters a culture of empowerment, trust, and continuous growth. This is a strategic opportunity to drive collective success within a fast-growing, entrepreneurial company that is redefining men's tailoring worldwide.
What you will do:
Build a high-performing team through regular 1:1s, structured feedback, and performance goal-setting — collaborating with the training team to close knowledge gaps and recognizing achievements while proactively addressing improvement opportunities.
Oversee scheduling, shift planning, workload prioritization, and administrative tasks including attendance management, productivity tracking.
Actively manage customer cases across WhatsApp, chat, email, and phone — dedicating approximately 50% of your time to direct customer advocacy and setting the standard for service excellence.
Track and review team metrics including case handling contribution, Average Handle Time (AHT), and Quality Assurance scores, translating data into actionable coaching moments.
Who you are:
Proven customer service background with demonstrated team leadership or coordination experience, and a track record of mentoring and empowering others.
Strong proficiency in CRM and ticketing tools. Strong prioritization and organizational skills with a proactive, solution-oriented mindset and the ability to manage competing demands.
Excellent interpersonal skills — able to engage empathetically with customers, team members, and cross-functional stakeholders.
Available for weekend shifts and full-time on-site at our headquarters. Fluent in English; additional languages are a plus.
What you will get:
Autonomy: We empower you to take ownership, make meaningful decisions, and drive impact without layers of sign-off.
Growth: We see your potential as a key asset. At Suitsupply, you'll have abundant opportunities to learn, grow, and excel in a supportive environment that encourages development at every step.
Corporate Social Responsibility: Our commitment to sustainability and ethical business is unwavering. We work exclusively with suppliers who uphold the highest standards, in alignment with the International Labour Organization.
Style: Immerse yourself in a world of beautifully crafted, high-quality products, and enjoy a 40% discount on Suitsupply products.
Compensation: We offer a competitive salary of €52,000 – €64,000 annually and is dependent on a candidate relevant skills and experience.
Melvin Brug
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