Growth‑Oriented Customer Service Manager (Amsterdam)

Undutchables; Amsterdam; On-site; EUR 55,000 - 70,000; Full time

Job summary

Undutchables in Amsterdam is seeking a Customer Service Manager to lead an expanding international service team of around 50–55 people. Based in Amsterdam, you’ll work with another Customer Service Manager and report to the Director of Strategy and Operations to shape a high-touch, premium customer experience.

You will coach staff, optimize workflows, CRM usage, and KPIs, balance customer satisfaction with efficiency, and collaborate across Product, Engineering, Retail Operations, and

Responsibilities

• Lead, coach and motivate the team through regular individual conversations, team meetings and clear performance expectations.
• Support the onboarding and development of new colleagues, building a positive and consistent team culture during a period of growth and change.
• Translate customer service objectives into practical plans and KPIs, balancing customer satisfaction, service quality and operational efficiency.
• Review existing workflows, CRM tools and service processes, identifying opportunities for improvement and thoughtful automation.
• Use performance data and customer feedback to identify trends, improve the customer journey and report actionable insights to stakeholders.
• Collaborate with Product, Engineering, Retail Operations and international teams to resolve issues and deliver a consistent service experience.
• Take ownership of escalations and high-priority customer matters, supporting the team in finding timely and effective solutions.

Job description

Undutchables in Amsterdam is seeking a Customer Service Manager to lead an expanding international service team of around 50–55 people. Based in Amsterdam, you’ll work with another Customer Service Manager and report to the Director of Strategy and Operations to shape a high-touch, premium customer experience.

You will coach staff, optimize workflows, CRM usage, and KPIs, balance customer satisfaction with efficiency, and collaborate across Product, Engineering, Retail Operations, and