Customer Service Team Leader - EU Market Support

Job Description

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