Key Skills
Job Description
Lead CS Agent | Samako At Samako, we believe a clean home creates a clear mind. We’re a fast-growing Dutch DTC brand building beautifully designed cleaning products and scaling internationally. We’re looking for a Lead CS Agent to take ownership of the day-to-day quality and performance of our customer support team. This is a full-time, fully remote role. What you’ll do Handle complex and escalated customer cases Support, guide, and coach CS agents Monitor ticket quality, response times, and CS KPIs Train and onboard new team members Maintain a consistently high customer experience Improve CS processes, SOPs, and workflows Identify recurring customer issues and drive solutions Take ownership of urgent and high-priority cases What we’re looking for Previous customer service experience, ideally in e-commerce Fluent Dutch and English — Dutch is a must Strong communication, empathy, and problem-solving skills Experience with tools such as Gorgias, Shopify, Bol, or Amazon is a plus Strong organizational skills and attention to detail Experience supporting or training other CS agents is a strong plus Proactive, independent, and ownership-driven mindset Availability for 40 hours/week, Monday–Friday Why Samako? 🚀 Fast-growing international DTC brand 🌍 Fully remote team 💡 Real ownership and freedom to make an impact 📈 Clear growth opportunities 📚 Budget for books and work-related courses 🏖️ 20 paid vacation days 💰 Annual performance-based salary reviews You’ll succeed at Samako if you take ownership, communicate clearly, move fast, keep high standards, and are always looking for ways to improve. If this sounds like you, apply here: https://forms.clickup.com/9012569492/f/8ck1tcm-39232/LI7S3ZOD5DOHFO8FQ0
Core Responsibilities
The Lead CS Agent is responsible for managing the daily quality and performance of the customer support team, including coaching agents and monitoring KPIs. They will handle escalated cases and optimize CS processes and workflows to improve the overall customer experience.
Requirements
Candidates must be fluent in Dutch and English with previous e-commerce customer service experience. Experience in training other agents and proficiency with tools like Gorgias or Shopify is highly preferred.
Benefits
- Fully remote team
- Real ownership and freedom to make an impact
- Clear growth opportunities
- Budget for books and work-related courses
- 20 paid vacation days
- Annual performance-based salary reviews
About Samako
Industry: Appliances, Electrical, and Electronics Manufacturing
Company size: 11-50 employees
Samako started with a simple observation: cleaning tools were either functional but ugly, or beautiful but frustrating to use. Instead of creating calm, they added friction to daily life. We realized the problem wasn’t cleaning itself, it was the experience around it. That insight led to Samako. At Samako, we design Dutch design cleaning appliances that feel like companions rather than tools. Thoughtfully engineered, minimalist, and reliable — made to be seen, used, and trusted every day. Our vision is a home where cleaning contributes to peace instead of interruption. Our mission is to simplify cleaning through well-designed products that bring clarity to both your space and your mind. We are building a lifestyle brand that transforms cleaning from a task into a ritual. Clean home, clear mind.