Customer Service Team Lead
€52,000 - €64,000 per year
Key Skills
Job 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 €52,000–€64,000 annually, based on relevant skills and experience.
Core Responsibilities
You will lead and mentor a team of Customer Service Specialists while actively handling customer inquiries across multiple channels. Your role involves balancing daily operations, performance management, and coaching to ensure a premium customer experience.
Requirements
The ideal candidate has a proven background in customer service with demonstrated team leadership and mentoring experience. You must be proficient in CRM and ticketing tools and be able to work on-site at the company headquarters.
Benefits
- 40% Discount on Suitsupply products
- Professional development opportunities
- Supportive work environment
- Autonomy
About Suitsupply
Industry: Retail Apparel and Fashion
Company size: 1,001-5,000 employees
Overview Founded in Europe in 2000, Suitsupply has grown to over 100 international stores in cities such as Milan, London, Amsterdam, Zurich, Munich, New York, Toronto, Dubai, Shanghai and Hong Kong. In addition to our ever-expanding number of brick-and-mortar locations, we maintain a strong online presence, allowing Suitsupply to bring our style and top-tier service to all corners of the globe. In an industry where fast fashion dominates and craftsmanship is fast disappearing, Suitsupply introduces a better option: one where no attention to detail or quality is ever spared. That’s why we use only the finest Italian fabrics sourced from mills such as Ferla, E. Thomas and Vitale Barberis Canonico. We have received widespread accolades from the likes of The New York Times, GQ, Esquire, and, perhaps most notably, a Wall Street Journal blind test that rated a $600 Suitsupply suit in a first-place tie with a $3,600 Armani. While high-quality suiting at an affordable price point remains at the core of all that we do, our versatile range includes a wide range of knitwear, jackets, trousers, outerwear, shoes. At Suitsupply, we pride ourselves in taking innovative approaches to traditional problems. This has led to the development of technologies such as our size passport, and a commitment to in-house tailoring, providing quick alterations while you wait for a perfect fit every time. Each and every Style Advisor receives in-depth training through our acclaimed Suit School, bringing the unmatched level of passion and expertise that make Suitsupply’s customer service stand out. The message is clear. We believe that nobody should leave Suitsupply with anything less than a perfect fit. If you’re equally devoted to quality, check out our jobs page for opportunities to join us.