Senior Customer Service Lead — International Ops Amsterdam

Jobster; Amsterdam; Sur place; EUR 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Salary €70k-€100k per year

10% bonus potential

12-month contract

Clothing allowance

40% employee discount

Training in Antwerp

Leadership ownership

Résumé du poste

Jobster in Amsterdam is seeking a Senior Customer Service Manager to own a growing international operation. You will lead 40+ colleagues, including a small team in Shanghai, and collaborate with US stakeholders to drive service quality, processes and automation while maintaining a premium, personal customer experience.

This full-time role requires hands-on leadership, coaching, dashboards and KPIs, and active involvement in daily cases.

Qualifications

• Six to eight years of experience in customer service management with leadership experience.
• Experience in international customer service operations is preferred.
• Strong ability to translate data into practical decisions while managing customer experience and team needs.
• Experience building dashboards and reports from customer service data and driving improvements.

Responsabilités

• Build a positive team culture through regular coaching and clear communication.
• Support recruitment, onboarding and development as the department grows.
• Lead, coach and motivate the team through regular conversations and meetings.
• Translate customer service objectives into practical plans and KPIs.
• Stay involved in daily customer service: review cases and answer enquiries during peaks.
• Lead improvements to service workflows, CRM tools and automation over 6–12 months.
• Build and maintain dashboards and reports to monitor quality and trends.
• Collaborate with Product, Engineering and international teams to ensure a consistent service experience.
• Take ownership of escalations and high-priority customer matters.

Connaissances

Team leadership

Coaching

Customer service management

CRM systems

Data dashboards

Stakeholder management

English fluency

Outils

CRM software

Customer service software

Description du poste

Jobster in Amsterdam is seeking a Senior Customer Service Manager to own a growing international operation. You will lead 40+ colleagues, including a small team in Shanghai, and collaborate with US stakeholders to drive service quality, processes and automation while maintaining a premium, personal customer experience.

This full-time role requires hands-on leadership, coaching, dashboards and KPIs, and active involvement in daily cases.