Customer Service
Customer Service Team Lead
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, 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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