Customer Service Team Lead

Suitsupply; Amsterdam; On-site; EUR 52,000 - 64,000; Full time

Benefits offered by this job

40% product discount

Autonomy to drive impact

Growth opportunities

CSR focus

Job summary

Suitsupply is seeking a Customer Service Team Lead to guide a team of Customer Service Specialists at our HQ in Amsterdam. You will lead by example, handle key customer cases, and drive a premium service experience across channels while coaching your team to grow.

Ideal candidates have a strong customer service background with proven leadership, expert CRM/ticketing tool skills, and a passion for continuous improvement in a fast-paced retail environment.

Qualifications

• Proven customer service background with team leadership experience.
• Experience mentoring and empowering others.
• Strong CRM and ticketing tools proficiency.
• Excellent prioritization and organizational skills.
• On-site 5 days a week at Suitsupply HQ in Amsterdam.

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.

Skills

Team leadership

Coaching

Customer service

Interpersonal skills

Tools

CRM

Ticketing tools

Job description

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

• 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.