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 impro...

Customer Service Team Leader - EU Market Support