Head of Customer Support (Remote • Dutch)

Samakocleaning; Netherlands; Remote; EUR 52,000 - 64,000; Full time

Benefits offered by this job

Fully remote

Growth opportunities

Books & courses budget

20 vacation days

Salary reviews

Job summary

Samako is seeking a Lead CS Agent to own the day-to-day quality and performance of our customer support team. This fully remote, full-time role focuses on coaching peers, improving processes, and delivering a high-quality customer experience across ecommerce channels.

Ideal candidates will be fluent in Dutch and English, have strong communication and problem-solving skills, and be able to take ownership of urgent cases. Opportunity to grow with a fast-growing Dutch DTC brand.

Qualifications

• Experience in customer service, preferably in e-commerce.
• Fluent in Dutch and English; Dutch is a must.
• Strong communication, empathy, and problem-solving skills.
• Experience with CS tools (e.g., Gorgias) is a plus.

Responsibilities

• Handle complex and escalated customer cases.
• Support, guide, and coach CS agents.
• Monitor ticket quality, response times, and CS KPIs.
• Train and onboard new team members.
• Ensure a consistently high-quality customer experience.
• Identify recurring issues and drive solutions.

Skills

Customer service

E-commerce

Dutch language

English language

Coaching & mentoring

Communication

Problem solving

Tools

Gorgias

Shopify

Bol

Amazon

Job description

Samako is seeking a Lead CS Agent to own the day-to-day quality and performance of our customer support team. This fully remote, full-time role focuses on coaching peers, improving processes, and delivering a high-quality customer experience across ecommerce channels.

Ideal candidates will be fluent in Dutch and English, have strong communication and problem-solving skills, and be able to take ownership of urgent cases. Opportunity to grow with a fast-growing Dutch DTC brand.