Cx Team Lead

arcavindi; Duiven; On-site; EUR 40,000 - 43,000; Full time

Job summary

arcavindi is seeking a Customer Experience Team Leader in Duiven, Netherlands, to lead a multi-lingual support team. You will be responsible for ensuring exceptional customer service and resolving escalated queries effectively.

The ideal candidate has at least one year of leadership experience and a strong customer service focus. You will coach team members to meet KPIs and maintain high service standards, promoting a motivated and engaged team culture.

Qualifications

• Minimum 1 year of leadership experience in a customer-facing or support environment.
• Strong customer service focus and ability to manage escalated complaints.
• Proven ability to coach, mentor, and develop diverse teams.

Responsibilities

• Lead a multi-lingual team to deliver exceptional customer service.
• Resolve escalated complaints effectively.
• Ensure team meets KPIs for quality and customer satisfaction.

Skills

Leadership experience

Customer service focus

Coaching and mentoring

HR policies knowledge

Attention to detail

Technology and system skills

Tools

CRM systems

Job description

About the Role

• Learn our tone of voice, systems, and customer service processes.
• Shadow experienced colleagues to understand customer journeys, workflows, and best practices.
• Gain confidence leading a team and handling escalated customer interactions.
• Independently manage team performance and operational workflows with professionalism and accuracy.
• Resolve escalated queries fairly and efficiently, setting a high standard for your team.
• Coach and mentor team members to achieve high-quality service and KPIs.
• Build trust with colleagues and customers through clear, timely, and accurate communication.

Department

Customer Experience

Location

Duiven, Netherlands

Compensation

€40,000 - €43,000 / year

Key Responsibilities

• Lead a multi-lingual team to deliver exceptional customer service across all channels.
• Resolve escalated complaints and complex queries effectively and empathetically.
• Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
• Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
• Develop, coach, and support team members to reach their full potential.
• Lead, motivate, and coach a team of Italian and Nordics-speaking support agents.
• Manage team performance, SLAs, KPIs, and adherence to policies.
• Oversee scheduling, workloads, and team workstreams.
• Handle complex or escalated customer interactions efficiently.
• Support recruitment, onboarding, and development of new team members.
• Collaborate with internal teams to ensure smooth handovers and aligned customer support.
• Promote team engagement, wellbeing, and continuous improvement initiatives.

Key Goals & Objectives

• Take ownership of team performance, KPIs, and service outcomes.
• Continuously identify and implement improvements in workflows, training, and customer service processes.
• Foster a high-performing, engaged, and motivated team culture.

Skills, Knowledge and Expertise

• Minimum 1 year of leadership experience in a customer-facing or support environment.
• Strong customer service focus and ability to manage escalated complaints.
• Proven ability to coach, mentor, and develop diverse teams.
• Knowledge of HR policies and procedures.
• Data-driven, with excellent attention to detail.
• Resilient, adaptable, and positive attitude.
• Strong technology and system skills.
• Ability to consistently meet KPIs, objectives, and SLAs.

Desirable Skills & Experience

• Experience in sales-driven support teams with high-value targets.
• Familiarity with CRM systems.
• Experience managing inbound and outbound operations.

Equal Opportunities

At Vintage Trading Limited, we’re committed to creating an inclusive environment where everyone feels heard, respected, and able to bring their authentic self to work. We believe that diversity fuels innovation, creativity, and success. We welcome applicants from all backgrounds, perspectives, and experiences, and we work hard to ensure equitable opportunities for all. If you're excited about this role but don’t meet every requirement, we still encourage you to apply, your unique skills and experiences might be exactly what we need now or in the future. If you need any adjustments or accommodations during the hiring process, just let us know and we’ll do our best to support you. Your personal data will be handled in accordance with our Privacy Notice.