Senior CS Manager - Lead Growth & Coaching (Amsterdam)

Undutchables; Amsterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

Undutchables in Amsterdam is seeking a Senior Customer Service Manager to combine hands-on leadership with strategic process improvements as our international service team grows.

You will coach a 50–55 person team, partner with Product, Engineering and Retail, and own escalations to ensure a consistently high-touch customer experience across channels.

The role requires visible floor presence, five days a week in the office, and a passion for developing people and smarter workflows.

Qualifications

• Experience leading a growing customer service team.
• Ability to coach individuals and manage performance.
• Strong cross-functional collaboration with Product, Engineering and Retail Operations.

Responsibilities

• Lead, coach and motivate the team through regular conversations, meetings and clear performance expectations.
• Support onboarding and development of new colleagues during growth.
• Translate customer service objectives into practical plans and KPIs balancing satisfaction, quality and efficiency.
• Review workflows, CRM tools and service processes for improvements and smarter automation.
• Use performance data and feedback to identify trends and report insights to stakeholders.
• Collaborate with Product, Engineering, Retail Operations and international teams to resolve issues and deliver a consistent service experience.
• Take ownership of escalations and high-priority customer matters.

Skills

Team leadership

Coaching

Performance management

Stakeholder management

Process improvement

Data-driven decisions

Tools

CRM software

Job description

Undutchables in Amsterdam is seeking a Senior Customer Service Manager to combine hands-on leadership with strategic process improvements as our international service team grows.

You will coach a 50–55 person team, partner with Product, Engineering and Retail, and own escalations to ensure a consistently high-touch customer experience across channels.

The role requires visible floor presence, five days a week in the office, and a passion for developing people and smarter workflows.