Customer Service Team Lead — Elevate Experiences & Growth

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

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.