Lead CS Agent

Samakocleaning; Países Baixos; Teletrabalho; EUR 52 000 - 64 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote

Growth opportunities

Books & courses budget

20 vacation days

Salary reviews

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Customer service

E-commerce

Dutch language

English language

Coaching & mentoring

Communication

Problem solving

Ferramentas

Gorgias

Shopify

Bol

Amazon

Descrição da oferta de emprego

Job opening: Lead CS Agent

At Samako, we believe that a clean home creates a clear mind. We are a fast-growing Dutch DTC brand that creates beautifully designed cleaning products and is scaling internationally.

We are looking for a Lead CS Agent to take ownership of the day-to-day quality and performance of our customer support team.

This is a full-time, fully remote position.

What you'll do

• 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
• Improve CS processes, SOPs, and workflows
• Identify recurring customer issues and drive solutions
• Take ownership of urgent and high-priority cases

What we're looking for

• Previous 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 tools such as Gorgias, Shopify, Bol, or Amazon is a plus
• Strong organizational skills and attention to detail
• Experience supporting or training other CS agents is a major plus
• A proactive, self-directed mindset with a strong sense of ownership
• Available to work 40 hours per week, Monday through Friday

Why Samako?

• Fast-growing international DTC brand
• Fully remote team
• Real responsibility and the freedom to make an impact
• Clear opportunities for growth
• Budget for books and work-related courses
• 20 paid vacation days
• Annual salary reviews based on performance

You'll be successful at Samako if you take ownership, communicate clearly, move quickly, maintain high standards, and are always looking for ways to improve.

Join us in shaping the future of one of Europe's fastest-growing home care brands.