Customer Service Team Lead

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

Benefits offered by this job

40% product discount

On-site HQ

Job summary

Suitsupply in Amsterdam is seeking a Customer Service Team Lead to guide a team of Customer Service Specialists, delivering a premium, multichannel support experience and driving performance. You’ll lead by example, coaching through feedback, empowering each member to reach their full potential, and foster a culture of trust, curiosity, and continuous improvement.

This role covers handling inquiries via WhatsApp, chat, email and phone, managing schedules, workload prioritization and admin tasks,

Qualifications

• Proven customer service background with leadership experience.
• Strong CRM and ticketing tool proficiency.
• Excellent interpersonal and collaborative skills.
• Able to work on-site 5 days a week.

Responsibilities

• Lead and mentor your team with coaching and feedback to reach full potential.
• Deliver a personalized, premium customer experience reflecting the Suitsupply brand.
• Drive team performance through coaching, quality reviews, and data-driven insights.
• Handle customer inquiries via WhatsApp, chat, email and phone with exceptional advocacy.
• Manage team schedules and shifts to meet staffing guidelines.
• Oversee workload prioritization and essential admin tasks like productivity tracking and attendance.
• Conduct regular performance reviews focused on case handling, AHT, and QA scores.

Skills

Leadership

CRM proficiency

Customer service

Multichannel support

English fluency

Tools

CRM software

Ticketing tools

Job description

Location Amsterdam, North Holland, The Netherlands

Department Customer Operations

Contract type Full-time

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,demonstratingexceptional 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 withdemonstratedteam leadership or coordination experience, anda track recordof mentoring and empowering others.

Strongproficiencyin CRM and ticketing tools, with excellent prioritization and organizationalskillsand 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;additionallanguages 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’llhave 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 InternationalLabourOrganization.

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.