Senior Customer Service Manager - Undutchables

Jobster; Amsterdam; Presencial; EUR 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Salary €70k-€100k per year

10% bonus potential

12-month contract

Clothing allowance

40% employee discount

Training in Antwerp

Leadership ownership

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Team leadership

Coaching

Customer service management

CRM systems

Data dashboards

Stakeholder management

English fluency

Herramientas

CRM software

Customer service software

Descripción del empleo

As Senior Customer Service Manager, you will take ownership of a growing international customer service operation, combining daily team leadership with practical improvements in service quality, processes and technology. Reporting to the Director of Strategy and Operations, you will lead a department of 40+ colleagues, including a small team in Shanghai, with plans to grow to 50 - 55. You will work closely with international retail and functional teams, including stakeholders in the US. Your first priority will be to build trust, strengthen team cohesion and create a supportive environment with clear expectations. You will stay close to the work: reviewing customer cases, coaching colleagues and answering enquiries yourself when volumes peak. Over the next 6 - 12 months, you will also drive improvements in automation while preserving the personal attention customers expect from a premium brand.

• Build a positive team culture through approachable leadership, regular coaching and clear communication, balancing individual support with accountability.
• Support recruitment, onboarding and development as the department grows, helping new and existing colleagues work confidently and consistently.
• Lead, coach and motivate the team through regular individual conversations, team meetings and clear performance expectations.
• Translate customer service objectives into practical plans and KPIs, balancing customer satisfaction, service quality and operational efficiency.
• Stay actively involved in daily customer service: review cases, identify recurring problems and help answer enquiries during backlogs or periods of high demand.
• Lead practical improvements to service workflows, CRM tools and automation over the next 6–12 months, working with existing systems and collaborating with Product and technical colleagues to implement changes.
• Build and maintain your own dashboards and reports to monitor service quality, workloads, response times and customer trends, turning findings into clear actions for the team and leadership.
• 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, supporting the team in finding timely and effective solutions.

This is a full-time role of 38–40 hours per week, based in Amsterdam. A strong presence on the floor is essential, with attendance at the office expected five days per week and reasonable flexibility for occasional personal appointments.

Requirements

• Between six to eight years of experience in customer service management, with a track record of leading teams and delivering meaningful service improvements.
• An approachable, calm and grounded leadership style. You build trust, listen carefully and coach people towards better performance, combining empathy with clear expectations.
• Experience in a sizeable international customer service operation, ideally within a large corporate, technology, retail or similarly customer‑focused environment.
• Strong familiarity with customer service software, CRM systems and process improvement. You understand effective service operations and are comfortable working hands‑on with existing systems.
• The ability to translate data into practical decisions while keeping both the customer experience and the needs of your team in view.
• Strong analytical skills and the ability to independently build dashboards and reports using customer service data, identify trends and translate findings into practical improvements.
• Excellent communication and stakeholder management skills, with experience collaborating across locations and cultures.
• Fluent English; an additional European language is an advantage.
• Availability for 38–40 hours per week and willingness to work on site in Amsterdam five days per week.
• Experience improving customer service processes, together with a practical understanding of automation opportunities and the willingness to learn and implement new tools.
• A genuine interest in hands‑on customer service management, including reviewing and handling customer cases yourself when needed. You enjoy detail, take initiative and follow improvements through to implementation.

Benefits

• A gross annual base salary of €70,000 - €100,000, depending on relevant experience and seniority, plus holiday allowance.
• A performance bonus opportunity of 10%, with 50% linked to team results and 50% to agreed individual project goals.
• An initial 12‑month employment contract, with a preferred start as soon as possible.
• A clothing allowance and a 40% employee discount on the brand’s products.
• A one‑week product and brand training programme in Antwerp.
• Ownership and room to make meaningful decisions, develop your team and improve customer service operations in an international environment.