Remote CS Team Lead — Growth & Escalations (Contract)

HyperGrowth Recruitment Ltd

Netherlands

Remote

EUR 34,000 - 83,000

Part time

5 days ago

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Job summary

HyperGrowth Recruitment Ltd is seeking a proactive Customer Service Team Manager to own day-to-day support operations for a dedicated market. You will be the core operational contact, driving coverage, quality standards, agent performance, and team development while resolving escalations.

You will manage rostering, lead weekly 1:1s, monitor CSAT and Trustpilot, participate in interviewing candidates, and place agents across levels.

Qualifications

2+ years in customer service, with at least 1 year in a team lead/supervisor capacity.
Hands-on proficiency with Gorgias or comparable ticket/helpdesk platform.
Familiarity with Shopify order management, refund processing, and fulfillment workflows.
Exceptional written English communication, able to maintain a warm, professional tone under pressure.
Data tracking and reporting of support metrics; ability to evaluate operational trends.

Responsibilities

Operations & Coverage: Manage rostering, shift coverage, and absence tracking for your designated market.
Team Leadership & Growth: Conduct weekly 1:1s for new joiners and monthly 1:1s for tenured staff; lead onboarding.
Performance & Quality Control: Perform regular quality checks on agent interactions and maintain performance standards.
Escalation Management: Serve as the primary escalation point, resolving complex customer issues within the team.
Customer Satisfaction: Monitor and drive key metrics including response time, CSAT, and Trustpilot scores.
Hiring & Placement: Participate in interviewing candidates and place agents across Level 1 and Level 2 tiers.