refurbed

Customer Service Team Lead

refurbed

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇪🇺 Anywhere in Europe

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Job Level

Senior

About the role

  • Lead and manage one 2nd Level Customer Service team, with responsibility for performance, quality, and service outcomes.
  • Independently ensure consistent KPI delivery within your team, monitoring quality, SLA attainment, productivity, and backlog, and taking immediate corrective actions when performance deviates from targets.
  • Take ownership of defined operational topics, ensuring clear standards, consistent execution, and quality within your team.
  • Own everyday people management for your team, including performance management, feedback, development conversations, and addressing performance issues early and clearly.
  • Act as escalation point for urgent and complex customer cases, owning resolution end-to-end and documenting learnings.
  • Collaborate closely with other Customer Service Team Leads, sharing day-to-day operational responsibilities as well as ownership for escalations and ongoing operational improvement.
  • Support change initiatives by translating new tools, processes, or priorities into clear expectations and execution within your team.

Requirements

  • You bring proven experience as a Customer Service Team Lead, with clear ownership of people leadership and team performance, ideally in a fast-scaling, tech-driven or e-commerce environment.
  • You are a clear, empathetic, and confident communicator, able to adapt your approach to customers, team members, and internal stakeholders.
  • You apply Customer Service performance metrics at team level to support daily operational decisions and performance conversations.
  • You have strong expertise in handling complex, sensitive, or high-impact customer cases and bring a hands-on mentality with the willingness to personally step in and handle difficult customer interactions.
  • You remain calm, structured, and solution-oriented under pressure, even during incidents, escalations, or shifting priorities.
  • You take a proactive, improvement-oriented approach, identifying issues and suggesting enhancements, with curiosity for AI-supported tools and openness to change in a fast-paced environment.
Benefits
  • You'll have access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.
  • We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.
  • We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.
  • We care about a healthy work/life balance.
  • We support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too 😊.
  • You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
KPI deliveryperformance managementquality monitoringSLA attainmentproductivity managementbacklog managementcustomer service metricsescalation managementoperational improvement
Soft skills
people leadershipcommunicationempathyproblem-solvingadaptabilitycalmness under pressuresolution-orientedproactivitycuriosity