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Customer Service Team Lead
suitsupply
Amsterdam3d ago
- Seniority
- Lead
About the role
<h5><strong><span data-contrast="none">As Customer Service Team Lead, you'll lead by example by actively handling customer cases while developing a team of Customer Service Specialists. You'll play a key role in creating exceptional customer experiences, empowering your team to grow, and fostering a culture built on trust, curiosity, and continuous improvement. Balancing daily operations, coaching, and performance management, you'll help your team thrive in a fast-paced environment while delivering the premium service experience that defines Suitsupply. If you're a natural leader who enjoys developing people and driving results through collaboration, we'd love to hear from you.</span></strong><br> <br><strong><span data-contrast="none">What you’ll do</span></strong></h5>
<ul>
<li><span data-contrast="none">Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment, trust, and continuous learning to help each team member reach their full potential.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Coach your team to deliver a personalized, premium customer experience that reflects the Suitsupply brand across every customer interaction.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Drive team performance through regular coaching, quality reviews, and data-driven insights.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Manage team schedules and shifts to meet staffing guidelines.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Oversee workload prioritization, distribution, and essential administrative tasks such as productivity tracking and attendance management.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Conduct regular performance reviews focused on each team member’s case handling contribution, Average Handle Time (AHT), and Quality Assurance scores.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
</ul>
<h5><strong><span data-contrast="none">Who you are</span></strong></h5>
<ul>
<li><span data-contrast="none">Proven customer service background with demonstrated team leadership or coordination experience, and a track record of mentoring and empowering others.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Strong proficiency in CRM and ticketing tools, with excellent prioritization and organizational skills and a proactive, solution-oriented mindset.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Excellent interpersonal skills; able to engage empathetically with customers, team members, and cross-functional stakeholders.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Able to work 5 days a week on-site at our Suitsupply HQ.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Fluent in English; additional languages are a plus.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
</ul>
<h5><strong><span data-contrast="none">What you will get:</span></strong><span data-ccp-props="{"335559738":140,"335559739":60}"> </span></h5>
<ul>
<li><span data-contrast="none">Autonomy: We empower you to take ownership, make meaningful decisions, and drive impact without layers of sign-off.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">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.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">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.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Style: Immerse yourself in a world of beautifully crafted, high-quality products, and enjoy a 40% discount on Suitsupply products.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
<li><span data-contrast="none">Compensation: We offer a competitive salary of €52,000–€64,000 annually, and is dependent on a candidate’s relevant skills and experience.</span><span data-ccp-props="{"335559738":20,"335559739":20}"> </span></li>
</ul>
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