Remote CS Team Lead — Multilingual Coach

Swapfiets; Amsterdam; Hybrid; EUR 37,000 - 39,000; Full time

Benefits offered by this job

Swapfiets bike

Laptop & phone allowance

Lunch at office

Urban Sports Club for Business

Travel allowance

32 vacation days + 7 Swap days

Job summary

Swapfiets is seeking a Customer Service Lead to manage a team of 3 remote agents and guide high-quality service for our members in Amsterdam. You’ll coach, onboard, and ensure consistent, exceptional support across channels while aligning with our brand standards.

In this role you’ll monitor KPIs, resolve escalations, and partner with Store & Field Operations to drive improvements in processes and tools during a major migration to a unified customer service platform.

Qualifications

• Secondary vocational or higher vocational working and thinking level.
• 1–3 years of experience in a customer service environment (mandatory).
• Leadership, coaching, or senior agent experience is a strong plus.
• Fluent in English and fluency in French and/or German is required.
• Strong communication and interpersonal skills with a natural coaching mindset.
• Tech-savvy and comfortable working with multiple systems, especially during migrations.
• Strong analytical and problem-solving skills with attention to detail.
• A hands-on "roll-up-your-sleeves" mentality and customer-first attitude.
• Affinity with service excellence and continuous improvement.

Responsibilities

• Manages a team of Customer Service Agents (remote and in-house) and trains them to deliver a uniform and outstanding experience to our members while driving customer satisfaction and efficiency;
• Actively participates in customer support by handling tickets via phone, email, chat, and WhatsApp, especially during onboarding and peak moments;
• Ensures consistent high-quality service by monitoring CSAT, response times, first-contact resolution, and missed contact rates;
• Owns daily operations and supports the team in meeting KPIs and service-level agreements across all channels;
• Acts as first point of contact for escalations from customers, internal teams, and stakeholders;
• Leads cross-brand training and knowledge sharing, enabling Swapfiets agents to support an alternative brand with confidence and accuracy;
• Supports system migration from multiple platforms into one unified customer service tool, ensuring smooth adoption and minimal disruption;
• Collaborates closely with Store & Field Operations, Swapdesk management, and People & Culture to ensure aligned and efficient ways of working;
• Maintains a strong focus on quality, structure, and scalability in all customer service workflows.

Skills

Leadership

Coaching

Senior agent experience

English fluency

French

German

Communication skills

Interpersonal skills

Tech-savvy

Analytical skills

Problem solving

Roll-up-your-sleeves mindset

Job description

Swapfiets is seeking a Customer Service Lead to manage a team of 3 remote agents and guide high-quality service for our members in Amsterdam. You’ll coach, onboard, and ensure consistent, exceptional support across channels while aligning with our brand standards.

In this role you’ll monitor KPIs, resolve escalations, and partner with Store & Field Operations to drive improvements in processes and tools during a major migration to a unified customer service platform.