Customer Service Team Lead
Suitsupply
Salary undisclosed
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Description
As Customer Service Team Lead, you'll lead by example by actively handling customer cases while developing a team of Customer Service Specialists. You'll play a key role in creating exceptional customer experiences, empowering your team to grow, and fostering a culture built on trust, curiosity, and continuous improvement. Balancing daily operations, coaching, and performance management, you'll help your team thrive in a fast-paced environment while delivering the premium service experience that defines Suitsupply. If you're a natural leader who enjoys developing people and driving results through collaboration, we'd love to hear from you.
What you’ll do
- Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment, trust, and continuous learning to help each team member reach their full potential.
- Coach your team to deliver a personalized, premium customer experience that reflects the Suitsupply brand across every customer interaction.
- Drive team performance through regular coaching, quality reviews, and data-driven insights.
- Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy.
- Manage team schedules and shifts to meet staffing guidelines.
- Oversee workload prioritization, distribution, and essential administrative tasks such as productivity tracking and attendance management.
- Conduct regular performance reviews focused on each team member’s case handling contribution, Average Handle Time (AHT), and Quality Assurance scores.
Who you are
- Proven customer service background with demonstrated team leadership or coordination experience, and a track record of mentoring and empowering others.
- Strong proficiency in CRM and ticketing tools, with excellent prioritization and organizational skills and a proactive, solution-oriented mindset.
- Excellent interpersonal skills; able to engage empathetically with customers, team members, and cross-functional stakeholders.
- Able to work 5 days a week on-site at our Suitsupply HQ.
- Fluent in English; additional languages are a plus.
What you will get
- Autonomy: We empower you to take ownership, make meaningful decisions, and drive impact without layers of sign-off.
- Growth: We see your potential as a key asset. At Suitsupply, you’ll have abundant opportunities to learn, grow, and excel in a supportive environment that encourages development at every step.
- Corporate Social Responsibility: Our commitment to sustainability and ethical business is unwavering. We work exclusively with suppliers who uphold the highest standards, in alignment with the International Labour Organization.
- Style: Immerse yourself in a world of beautifully crafted, high-quality products, and enjoy a 40% discount on Suitsupply products.
- Compensation: We offer a competitive salary of based on relevant skills and experience.
About this role
Suitsupply is looking for a hands-on leader to manage a customer service team in Amsterdam while staying actively involved in handling customer inquiries across WhatsApp, chat, email, and phone. You'll balance direct customer advocacy with coaching your team of Customer Service Specialists, conducting performance reviews based on metrics like Average Handle Time and Quality Assurance scores, and managing day-to-day operations including scheduling and workload distribution. This role suits someone with proven customer service experience and a track record of mentoring others—someone who thrives in a fast-paced environment and can foster a culture of trust and continuous improvement.
You'll need strong CRM and ticketing proficiency, excellent organizational skills, and genuine empathy in dealing with both customers and team members. The position requires full-time, on-site presence at headquarters in Amsterdam North Holland, fluency in English, and the ability to work five days a week. Suitsupply emphasizes autonomy in decision-making, growth opportunities, and alignment with ethical business practices. The package includes a competitive salary based on your experience, a 40% product discount, and the chance to work within a company committed to sustainability and high-quality craftsmanship.
Typical pay for this role
$40,000
Typical range: $20,000 to $40,000
This role's local market on JobMinglr
Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Customer Service Team Lead postings in Amsterdam North Holland, and analyze any offer before you accept it.
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