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via ats_greenhouse · 29 mei 2026 ·8 dagen geleden

Customer Service Team Lead

suitsupply

Amsterdam

Nog 1.897 vacatures in Amsterdam.

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<h6 class="x_MsoNormal">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.</h6>
<h5>What you will do:</h5>
<ul>
<li>Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment and trust. </li>
<li><span data-ccp-charstyle="inline-comment-marker" data-ccp-charstyle-defn="{"ObjectId":"ed9f73ef-5dda-513d-a6d3-fbbd97e4d3a1|1","ClassId":1073872969,"Properties":[469777841,"Times New Roman",469777842,"Times New Roman",469777843,"Times New Roman",469777844,"Times New Roman",469769226,"Times New Roman",469775450,"inline-comment-marker",201340122,"1",134233614,"true",469778129,"inline-comment-marker",335572020,"1",469778324,"Default Paragraph Font"]}">Proactively shape and foster adaptability within your team, setting a positive tone to thrive in an evolving and dynamic environment. </li>
<li>Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy. </li>
<li>Manage team schedules and shifts to meet staffing guidelines. </li>
<li>Oversee workload prioritization, distribution, and essential administrative tasks such as attendance management, productivity tracking, and time off requests. </li>
<li>Conduct regular performance reviews focused on each team member's case handling contribution, Average Handle Time (AHT), and Quality Assurance scores. </li>
<li>Adapt flexibly to changing schedules and evolving customer and team expectations. </li>
</ul>
<h5>Who you are:</h5>
<ul>
<li><span data-ccp-charstyle="inline-comment-marker" data-ccp-charstyle-defn="{"ObjectId":"ed9f73ef-5dda-513d-a6d3-fbbd97e4d3a1|1","ClassId":1073872969,"Properties":[469777841,"Times New Roman",469777842,"Times New Roman",469777843,"Times New Roman",469777844,"Times New Roman",469769226,"Times New Roman",469775450,"inline-comment-marker",201340122,"1",134233614,"true",469778129,"inline-comment-marker",335572020,"1",469778324,"Default Paragraph Font"]}">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. </li>
<li>Proven customer service experience with strong proficiency in CRM and ticketing tools.</li>
<li>Strong organizational and prioritization skills, with a proactive, solution-oriented mindset.</li>
<li>Excellent communication and interpersonal skills, capable of building trust and empowering team members.</li>
<li>Flexible to accommodate operational requirements, including weekends, full-time on-site role at Amsterdam RAI.</li>
<li>Fluent in English; additional languages are a plus.</li>
<li>Competencies: Leadership & Team Development: 
<ul>
<li>
<ul>
<li data-leveltext="o" data-font="Courier New" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2">Mentor and coach team members</li>
<li data-leveltext="o" data-font="Courier New" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2">Collaborate with training team to identify and knowledge gaps</li>
<li data-leveltext="o" data-font="Courier New" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Courier New","469769242":[9675],"469777803":"left","469777804":"o","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2">Foster a supportive team environment, demonstrating strong prioritization and active listening skills.</li>
</ul>
</li>
</ul>
</li>
<li>Conducting regular 1:1s to discuss performance 
<ul>
<li>
<ul>
<li>Set performance goals and provide structured feedback.</li>
<li>Recognize achievements and proactively address performance improvement opportunities.</li>
</ul>
</li>
</ul>
</li>
<li>Customer Service Excellence: 50% time distribution 
<ul>
<li>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="3" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1">Act as a customer advocate, efficiently handling inquiries across all service channels (WhatsApp, chat, email, phone).</li>
</ul>
</li>
</ul>
</li>
<li>Communication & Interpersonal Skills: 
<ul>
<li>
<ul>
<li>Clearly and empathetically communicate with team members and across departments.</li>
<li>Exhibit proactive problem-solving and effective prioritization abilities. </li>
</ul>
</li>
</ul>
</li>
<li>Adaptability & Flexibility: </li>
<li>
<ul>
<li>
<ul>
<li>Adapt to changing schedules and operational needs.</li>
<li>Navigate evolving customer and team expectations confidently.</li>
</ul>
</li>
</ul>
</li>
</ul>
<h5>What you will get:</h5>
<ul>
<li>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.</li>
<li>Opportunity to make an impact, be part of a fast-growing, entrepreneurial company that takes customer satisfaction seriously while disrup

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Customer Service Team Lead

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