Customer Service Team Lead

Hi, we are Swapfiets! 👋 The bicycle subscription where you are always assured of a working bicycle. Our mission? Making cities more livable and sustainable under the motto 'buy less, use more'.

For our HQ in Amsterdam we are looking for a: Customer Service Team Lead.

We are continuing our growth journey in our expansion in Europe! Hence, we are looking for a Customer Service Lead to join us and build a sustainable and high standard business. This is a role for an individual who has 1-3 years of experience in a similar role, with the right balance of technical knowledge and business knowledge of Customer Service. You will play a critical role in a dynamic and rapidly growing organization where your contribution will make a visible impact everyday.

Do you recognize yourself in this?

As Team Lead of our Customer Service department Swapdesk, you are an indispensable key in leading and coordination of our Customer Service employees and our operation. You support our customer service team and try to resolve questions or complaints from our members as best as you can. In addition, you are also the person of contact for the operation and together with the other team leads you ensure that every day runs smoothly. In addition, you develop procedures and grow your team to get one step further every day! Together with us, you want to ensure an optimal customer experience every day!

What are you going to do?

• Lead and develop Customer Service agents (+/- 10 FTE) with focus on productivity, customer satisfaction;

• Perform daily/weekly KPI and ticket analysis leading to actionable insights;

• Circulate feedback between Customer Service and Store & Field and assure actionable follow-up;
  

• Together with the other team leads, you ensure that everything on our Swapdesk runs smoothly;

• Implement/translate global CX standards to all markets;

• Plan the shifts and maintain the roster;

• Hire new employees and conduct on- and off-boardings;

• Improve the quality and processes of the team, and ensure successful implementation of such changes;

• Support agents with member questions and handle escalations of difficult cases;