Customer Support Lead

Coda; Amsterdam; Hybrid; EUR 70,000 - 90,000; Full time

Benefits offered by this job

30 days of holiday

Pension scheme

Relocation package

Flexible working hours

Free meals from in-house chef

Mental health support

Free Dutch classes

Regular company events

Job summary

A global digital commerce company in Amsterdam is seeking a Customer Support Lead to manage a team of Specialists. The role focuses on improving support efficiency, managing escalations, and refining customer interaction processes. Ideal candidates have 3-5 years in customer support or operations. The company offers competitive benefits including flexible hours and mental health support. Join a dynamic team and contribute to enhancing the customer experience in a fast-paced environment.

Qualifications

• 3-5 years in Customer Support or CS Operations.
• Experience leading support teams.
• Strong understanding of customer metrics and workflows.
• Experience working with Product and Engineering teams.

Responsibilities

• Lead and develop a team of Customer Support Specialists.
• Implement and improve customer support experience.
• Manage second-line support performance and escalations.
• Ensure clear ownership, consistency, and accountability across support processes and B2C e-commerce storefronts.
• Manage second-line escalations, ensuring fast, structured resolution and clear communication.
• Lead incident and outage management at the brand level, coordinating with CS Operations and cross-functional teams.
• Identify recurring issues and operational bottlenecks, translating them into prioritized improvement initiatives with 1st line CS Operations.
• Own and maintain the knowledge base, ensuring accuracy, usability, and adoption by frontline teams to improve FCR.
• Translate complex product or policy changes into clear, actionable guidance for support teams.
• Own Voice of Customer and Trustpilot insights, turning feedback into actionable improvements.
• Partner with Quality, Product, Engineering, and Commercial teams to reduce repeat contacts and improve CSAT, Trustpilot scores, and overall support quality.
• Ensure customer insights are structured and shared across the business to drive product and operational improvements.

Skills

Team leadership

Customer support operations

Analytical skills

Stakeholder management

Tools

Zendesk

Job description

Overview

Coda is a global growth engine for commerce. We bring together powerful capabilities that connect people, digital products, and payments through our suite of trusted digital monetization and distribution solutions.

We recently acquired Recharge, Europe’s leading prepaid payments and digital gift card business, bringing both companies together into one organisation with broader reach, deeper capabilities across B2B and B2C commerce and a stronger global footprint.

Today, we stand as a team of more than 600 people, representing 57 nationalities across 23 locations. We are headquartered in Singapore with offices in Amsterdam, Dubai, Shanghai and other hubs across Southeast Asia.

Our B2B business works with publishers and brands to support growth across markets. We run Codapay for local payment acceptance and Custom Commerce for direct-to-consumer webstores. We manage catalogue, prepaid and distribution services that extend reach globally, and we operate Giftcloud’s rewards and incentives capabilities. We take on the operational complexity around payments, tax and compliance so partners can scale with clarity and focus.

On the consumer side, we operate a portfolio of trusted storefronts including Codashop, Recharge.com, Startselect.com, mobiletopup.co.uk and other local sites that give customers secure and easy access to digital credit, game vouchers, gift cards and prepaid products.

Our people are at the heart of what we do. Coda’s culture is centered on respect, clarity, ownership, and collaboration. We work hard and play hard together.

If you’re looking for growth and impact in a fast-paced global team, Coda is the place for you.

About the role

We are hiring a Customer Support Lead, to lead a team of Customer Support Specialists who provide support for multiple B2C e-commerce storefronts. Your team handles complex customer cases, maintains the knowledge base, and works closely with first-line support to improve First Contact Resolution (FCR).

This role reports into the Director of Customer Operations and works closely with the Customer Service Operations Manager, responsible for the 1st line CS operations. This role is close to daily operations, and focused on making the support experience simpler, faster, and more consistent for both customers and frontline agents. You translate recurring issues into clear improvements in processes, tools, and knowledge. You work closely with internal business stakeholders (i.e. Product & Engineering, Marketing, Category Management) to improve cross-functional processes.

This is a hands-on role for someone who understands customer support operations, and thrives at building structure, driving alignment, and translating growth plans into operational reality.

What Will You Do?

• Lead, coach, and develop a team of 5 Customer Support Specialists
• Define, implement, and continuously improve the customer support experience for customers and frontline agents
• Own second-line support performance, including KPIs such as FCR, CPC, AHT, escalation rate, resolution time, and knowledge base quality
• Ensure clear ownership, consistency, and accountability across support processes and B2C e-commerce storefronts
• Manage second-line escalations, ensuring fast, structured resolution and clear communication
• Lead incident and outage management at the brand level, coordinating with CS Operations and cross-functional teams
• Identify recurring issues and operational bottlenecks, translating them into prioritized improvement initiatives with 1st line CS Operations
• Own and maintain the knowledge base, ensuring accuracy, usability, and adoption by frontline teams to improve FCR
• Translate complex product or policy changes into clear, actionable guidance for support teams
• Own Voice of Customer and Trustpilot insights, turning feedback into actionable improvements
• Partner with Quality, Product, Engineering, and Commercial teams to reduce repeat contacts and improve CSAT, Trustpilot scores, and overall support quality
• Ensure customer insights are structured and shared across the business to drive product and operational improvements

What You Have

• 3-5 years in Customer Support, CS Operations, Business Partnering, or Service Enablement roles
• Experience leading teams
• Clear understanding of CS metrics, workflows, and scaling challenges
• Experience working closely with Product and Engineering teams and internal stakeholder
• Multi-brand, marketplace, or high-volume support environments are a plus
• Operationally credible: understands how frontline CS works
• Structured and analytical: able to prioritize, define standards, and track impact
• Strong stakeholder manager
• Comfortable owning ambiguity and driving clarity
• Coach and people leader, not just a process builder
• Zendesk Knowledge is a plus

What we offer

• 30 days of holiday, pension scheme, and one of the best relocation packages in Amsterdam
• Flexible working hours and an office overlooking the Amstel
• Budget for noise-cancelling headphones, travel to and from the office, working-from-home and self-learning
• Free healthy breakfast, lunch and snacks by our in-house chef
• Unlimited access to mental health support by certified psychologists via OpenUp
• Free Dutch classes to help out with daily life in the Netherlands
• Regular parties, pub quizzes, bingo sessions, celebrations and other events

The process

Apply: Interested? Send your application and show us your best self.

TA interview: One of our recruiters will reach out to chat about the role and help both sides understand if Recharge could be the right next step for you.

First interview: Meet your future line manager to talk about you and to dive into the role, your experience and what motivates you.

Second interview: Connect with team members to exchange insights and better understand our ways of working.

Third interview: Finally, you’ll meet with members of our Executive team.

Offer: You did it! There are only a few tickets available, and this one has your name on it. Welcome to the team.

Equal Opportunity

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.

Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don\'t hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.