French CX Team Lead: Coach, Elevate Customer Experience

Vintage.com; De Eng; On-site; EUR 43,000 - 50,000; Full time

Job summary

Vintage.com is seeking a French Customer Experience Team Lead to guide a team of advisors from our Netherlands hub. The role focuses on delivering brilliant customer service across multiple channels and ensuring 90+% first contact quality through coaching and structured performance management.

You’ll plan rotas, monitor service levels and partner with Operations to drive improvements as Vintage.com expands across Europe. Based in Duiven, NL.

Qualifications

• At least 1 year of experience as a Team Leader or Manager in a contact centre.
• Strong leadership skills with experience coaching, mentoring and developing others.
• Proven track record delivering excellent customer service, handling escalations and meeting targets.
• Experience with service levels, performance measures and quality standards.

Responsibilities

• Lead, coach and mentor a team of Customer Experience advisors to deliver excellent service.
• Plan rotas, workloads and coverage across inbound/outbound/digital channels.
• Handle escalated calls and complex customer issues to first point of contact where possible.
• Monitor performance, quality metrics and customer outcomes; coach for continuous improvement.
• Collaborate with Operations and other teams to ensure joined-up customer journeys.

Job description

Vintage.com is seeking a French Customer Experience Team Lead to guide a team of advisors from our Netherlands hub. The role focuses on delivering brilliant customer service across multiple channels and ensuring 90+% first contact quality through coaching and structured performance management.

You’ll plan rotas, monitor service levels and partner with Operations to drive improvements as Vintage.com expands across Europe. Based in Duiven, NL.