Customer Support Team Leader – EU Market Support

Pear Tree.

Customer Service Team Leader overseeing customer support operations in a fast-paced eCommerce environment. Managing a remote team and ensuring high-quality customer experiences across the EU market.

Posted 5/25/2026full-timeRemote • 🇵🇱 PolandSenior💰 PLN 10,000 - PLN 14,000 per monthWebsite

About the role

Key responsibilities & impact

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
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
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
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

Requirements

What you’ll need

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
Shopify
Gorgias
Zendesk
Aircall

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Pear Tree. Website LinkedIn All Job Openings 1 - 10 employees 🎯 Recruiter 👥 HR Tech 🤝 B2B Recruitment
HR Tech
B2B Pear Tree is a Melbourne‑born offshore recruitment and hiring services company that connects Australian, US, and UK businesses directly with skilled offshore professionals (primarily from the Philippines) without agency markups. They provide end-to-end hiring support — sourcing, screening, skills assessments, video interviews, reference checks — and offer payroll, Employer‑of‑Record, and compliance assistance plus a six‑month replacement guarantee. Pear Tree recruits across IT, sales & marketing, finance, creative, admin and operations roles, emphasizing cost savings, direct pay to talent, and secure onboarding workflows. Customer Support Team Leader – EU Market Support Job not on LinkedIn 🔥 0 minutes ago 🇵🇱 Poland – Remote 💵 zł10k - zł14k / month ⏰ Full Time 🟠 Senior 💝 Customer Support 🗣️🇩🇪 German Required Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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
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
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
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 🎯 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
Shopify
Gorgias
Zendesk
Aircall Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Customer Support – Dutch & English 🕒 May 12 Avedo GmbH 1001 - 5000 🤝 B2B 📡 Telecommunications Website LinkedIn All Job Openings Customer Support role providing remote service in Dutch and English. Assisting customers via email and phone from Poland with a focus on satisfaction. 🇵🇱 Poland – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support 🗣️🇳🇱 Dutch Required 🗣️🇩🇪 German Required Customer Support Specialist, Polish-Speaking 🕒 March 9 GLOBALTALENT 51 - 200 🎯 Recruiter 👥 HR Tech 🤖 Artificial Intelligence Website LinkedIn All Job Openings Polish-speaking Customer Support Specialist serving the Polish community for a growing European beverage company. Engaging customers and ensuring seamless support with weekend availability. 🇵🇱 Poland – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support 🗣️🇵🇱 Polish Required Customer Care Specialist – Spanish, Italian, French, Dutch or German Speaker 🕒 December 18, 2025 Finom 501 - 1000 💳 Fintech 💸 Finance 🤝 B2B Website LinkedIn All Job Openings Customer Care Specialist delivering standout service at Finom, a fintech startup revolutionizing finance for entrepreneurs. Engaging customers primarily through phone, chat, and email interactions. 🇵🇱 Poland – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support 🗣️🇩🇪 German Required 🗣️🇫🇷 French Required 🗣️🇳🇱 Dutch Required 🗣️🇮🇹 Italian Required Hungarian Customer Support 🕒 August 3, 2025 Job Squad 11 - 50 🎯 Recruiter 👥 B2C 🏪 Marketplace Website LinkedIn All Job Openings Join our team as a customer support agent working remotely in Poland. 🇵🇱 Poland – Remote ⏰ Full Time 🟡 Mid-level 🟠 Senior 💝 Customer Support 🗣️🇭🇺 Hungarian Required View More Customer Support Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

customer servicetroubleshootingperformance metrics analysisprocess improvementticket managementonboardingcoachingmentoring

Soft Skills

leadershipempathyprofessionalismcommunicationorganisational skillsmultitaskingtime managementemotional intelligence