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€40,000 - €43,000 per year
Key Skills
Job Description
Cx Team Lead
Department: Customer Experience
Employment Type: Full Time
Location: Duiven, Netherlands
Compensation: €40,000 - €43,000 / year
Description
As a Team Leader – looking after the Nordic Languages, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media. You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment.
Getting Started…
- Learn our tone of voice, systems, and customer service processes.
- Shadow experienced colleagues to understand customer journeys, workflows, and best practices.
- Gain confidence leading a team and handling escalated customer interactions.
- Independently manage team performance and operational workflows with professionalism and accuracy.
- Resolve escalated queries fairly and efficiently, setting a high standard for your team.
- Coach and mentor team members to achieve high-quality service and KPIs.
- Build trust with colleagues and customers through clear, timely, and accurate communication.
- Take ownership of team performance, KPIs, and service outcomes.
- Continuously identify and implement improvements in workflows, training, and customer service processes.
- Foster a high-performing, engaged, and motivated team culture.
Key Responsibilities
- Lead a multi lingual team to deliver exceptional customer service across all channels.
- Resolve escalated complaints and complex queries effectively and empathetically.
- Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction.
- Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey.
- Develop, coach, and support team members to reach their full potential.
- Lead, motivate, and coach a team of Italian and Nordics -speaking support agents.
- Manage team performance, SLAs, KPIs, and adherence to policies.
- Oversee scheduling, workloads, and team workstreams.
- Handle complex or escalated customer interactions efficiently.
- Support recruitment, onboarding, and development of new team members.
- Collaborate with internal teams to ensure smooth handovers and aligned customer support.
- Promote team engagement, wellbeing, and continuous improvement initiatives.
Skills, Knowledge and Expertise
- Minimum 1 year of leadership experience in a customer-facing or support environment.
- Strong customer service focus and ability to manage escalated complaints.
- Proven ability to coach, mentor, and develop diverse teams.
- Knowledge of HR policies and procedures.
- Data-driven, with excellent attention to detail.
- Resilient, adaptable, and positive attitude.
- Strong technology and system skills.
- Ability to consistently meet KPIs, objectives, and SLAs.
- Experience in sales-driven support teams with high-value targets.
- Familiarity with CRM systems.
- Experience managing inbound and outbound operations.
Core Responsibilities
Lead and develop a multilingual support team to deliver exceptional customer service across various digital and voice channels. Manage team performance, resolve escalated customer queries, and drive continuous improvement in operational workflows.
Requirements
Requires at least one year of leadership experience in a customer-facing environment and a proven ability to coach diverse teams. Candidates must be data-driven, resilient, and capable of meeting strict KPIs and SLAs.
About Vintage Cash Cow
Industry: Internet Marketplace Platforms
Company size: 201-500 employees
Vintage Cash Cow is a fast-growing circular economy business on a mission to make it easy and rewarding for people to declutter responsibly! We're pioneers in our industry — put simply, no one else is doing it like us. With over 300 employees, we're building a unique operation powered by hundreds of in-house experts in vintage, antiques, and second-hand goods. Together, we’re redefining how people value and recycle the past, helping customers turn unwanted items into money while promoting sustainability and reuse. As we continue to scale, we’re always on the lookout for talented, passionate individuals to join us in shaping the future of the vintage and re-commerce world!