Customer Service Team Lead

Reporting to the Regional Customer Operations Manager, you’ll lead by example - actively handling customer cases while leading a team of senior and junior agents. Your role balances daily operations, coaching, and performance management, with a strong emphasis on empowering your team, fostering trust, and nurturing a supportive environment that drives collective success.

What you will do:

• Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment and trust. 

• Proactively shape and foster adaptability within your team, setting a positive tone to thrive in an evolving and dynamic environment. 

• Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy. 

• Manage team schedules and shifts to meet staffing guidelines. 

• Oversee workload prioritization, distribution, and essential administrative tasks such as attendance management, productivity tracking, and time off requests. 

• Conduct regular performance reviews focused on each team member's case handling contribution, Average Handle Time (AHT), and Quality Assurance scores. 

• Adapt flexibly to changing schedules and evolving customer and team expectations. 

Who you are:

• You keep day-to-day on track- supporting the team with clear guidance, hands-on coordination, and a steady presence to keep work flowing and priorities clear. 

• Proven customer service experience with strong proficiency in CRM and ticketing tools.

• Strong organizational and prioritization skills, with a proactive, solution-oriented mindset.

• Excellent communication and interpersonal skills, capable of building trust and empowering team members.

• Flexible to accommodate operational requirements, including weekends, full-time on-site role at Amsterdam RAI.

• Fluent in English; additional languages are a plus.

• Competencies: Leadership & Team Development:  Mentor and coach team members Collaborate with training team to identify and knowledge gaps Foster a supportive team environment, demonstrating strong prioritization and active listening skills.

• Conducting regular 1:1s to discuss performance  Set performance goals and provide structured feedback. Recognize achievements and proactively address performance improvement opportunities.

• Customer Service Excellence: 50% time distribution   Act as a customer advocate, efficiently handling inquiries across all service channels (WhatsApp, chat, email, phone).

• Communication & Interpersonal Skills:  Clearly and empathetically communicate with team members and across departments. Exhibit proactive problem-solving and effective prioritization abilities.

• Adaptability & Flexibility: 

• Adapt to changing schedules and operational needs. Navigate evolving customer and team expectations confidently.

What you will get:

• Take charge of every customer interaction. Lean on your team for coaching when you need it, but keep things moving by handling routine issues independently.

• Opportunity to make an impact, be part of a fast-growing, entrepreneurial company that takes customer satisfaction seriously while disrupting men's tailoring.

• Growth, we value your potential and will support your development and learning journey.

• Be part of a high-performing team that pairs serious dedication with genuine camaraderie - supporting one another every step of the way.

• 40% discount on all Suitsupply products.

Yami Basnet

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