LocationHQ Amsterdam, Amsterdam, North Holland, The Netherlands
Work modeon-site
Typefull-time
DepartmentCustomer Operations
Company size1,001–5,000 people
First seen3mo ago
Last seen3d ago
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. What you’ll do
Responsibilities
•
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.
•
Coach your team to deliver a personalized, premium customer experience that reflects the Suitsupply brand across every customer interaction.
•
Drive team performance through regular coaching, quality reviews, and data-driven insights.
•
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 productivity tracking and attendance management.
•
Conduct regular performance reviews focused on each team member’s case handling contribution, Average Handle Time (AHT), and Quality Assurance scores.
Who you are
•
Proven customer service background with demonstrated team leadership or coordination experience, and a track record of mentoring and empowering others.
•
Strong proficiency in CRM and ticketing tools, with excellent prioritization and organizational skills and a proactive, solution-oriented mindset.
•
Excellent interpersonal skills; able to engage empathetically with customers, team members, and cross-functional stakeholders.
•
Able to work 5 days a week on-site at our Suitsupply HQ.
•
Fluent in English; additional languages are a plus.
What you will get
•
Autonomy: We empower you to take ownership, make meaningful decisions, and drive impact without layers of sign-off.
•
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.
•
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.
•
Style: Immerse yourself in a world of beautifully crafted, high-quality products, and enjoy a 40% discount on Suitsupply products.
•
Compensation: We offer a competitive salary of €52,000–€64,000 annually, based on relevant skills and experience.