Customer Service Team Lead — Elevate Experience & Growth

at

Amsterdam

On-site

EUR 52,000 - 64,000

Full time

4 days ago

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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.