Position: CUSTOMER SERVICE TEAM LEADER – EU MARKET SUPPORT
Salary range: Between $4,200 - $5,900 NZD (10,000–14,000 PLN/month gross) (The final amount will be at the the client discretion basing on the candidate’s skills and experience.)
Working Hours: To be determined
Work set-up: 100% Remote work (Independent Contractor Agreement)
Holidays: To be determined
Recruitment process: possible multiple client interviews and assessment
When applying, kindly include the following:
- A 1–2 minute video introduction in German (please share the video link)
- An updated resume/CV in English
OVERVIEW
Our client is a growing international eCommerce business seeking an experienced Customer Service Agent / Team Leader to support their remote customer support operations across the EU market. This is a hands-on leadership role suited for someone who thrives in a fast-paced environment, enjoys leading by example, and is passionate about delivering exceptional customer experiences. You will manage customer enquiries, support and guide a small remote team, handle escalations, and help drive service quality, operational efficiency, and continuous improvement across daily support operations.
Key Responsibilities
Customer Support
- Handle customer enquiries via email, live chat, and other support channels
- Provide accurate product information and troubleshoot customer concerns efficiently
- Resolve customer complaints with empathy, professionalism, and ownership
- Deliver clear, high-quality written communication across all customer interactions
- Manage escalated or high-priority cases to ensure positive customer outcomes
Team Leadership & Coaching
- Support and guide a remote team of Customer Service Agents
- Act as the first escalation point before issues are escalated to management
- Provide ongoing coaching, mentoring, and feedback to improve team performance
- Lead by example by actively managing tickets and supporting daily queue operations
- Ensure consistency in tone, quality, and customer experience standards across the team
Operations & Performance
- Monitor workflows, ticket queues, and response times to ensure SLA targets are achieved
- Identify recurring customer issues and recommend process improvements
- Assist with onboarding and training new team members as the support team grows
- Ensure adherence to internal systems, processes, and customer service best practices
- Support continuous improvement initiatives across customer support operations
Reporting & Collaboration
- Provide regular updates on team performance, operational insights, and customer trends
- Deliver productivity reporting and recommendations for improvement
- Collaborate closely with cross-functional international teams
- Escalate systemic customer experience concerns and operational risks proactively
What We’re Looking For
- A hands-on leader who leads by example and actively supports daily customer operations
- Someone who thrives in a fast-paced, high-volume eCommerce environment
- A customer-first professional who takes ownership of outcomes and drives service excellence
- A calm and confident communicator who can manage escalations effectively
- A collaborative and transparent team player with strong problem-solving skills
- A growth-minded individual who is passionate about continuous improvement and scaling support operations
Requirements
Key Requirements
- Fluent in both English and German (written and verbal)
- Previous experience in a Customer Service Team Leader or Senior Customer Service role
- Experience within eCommerce, retail, consumer products, or product-based customer support environments
- Strong leadership skills with experience managing remote or distributed teams
- Excellent written and verbal communication skills
- High emotional intelligence and the ability to handle escalated customer situations professionally
- Strong organisational, multitasking, and time management abilities
- Ability to analyse customer service performance metrics and identify improvement opportunities
- Comfortable working across international time zones and collaborating with global teams
Preferred Systems Experience
- Shopify
- Gorgias
- Zendesk
- Aircall
