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.