Reporting to the Regional Customer Operations Manager, you'll lead by example - actively handling customer cases while leading a team of senior and junior agents. Your role balances daily operations, coaching, and performance management, with a strong emphasis on empowering your team, fostering trust, and nurturing a supportive environment that drives collective success.
What you will do:
- Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment and trust.
- Proactively shape and foster adaptability within your team, setting a positive tone to thrive in an evolving and dynamic environment.
- Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy.
- Manage team schedules and shifts to meet staffing guidelines.
- Oversee workload prioritization, distribution, and essential administrative tasks such as attendance management, productivity tracking, and time off requests.
- Conduct regular performance reviews focused on each team member's case handling contribution, Average Handle Time (AHT), and Quality Assurance scores.
- Adapt flexibly to changing schedules and evolving customer and team expectations.
Who you are:
- You keep day-to-day on track- supporting the team with clear guidance, hands-on coordination, and a steady presence to keep work flowing and priorities clear.
- Proven customer service experience with strong proficiency in CRM and ticketing tools
- Strong organizational and prioritization skills, with a proactive, solution-oriented mindset.
- Excellent communication and interpersonal skills, capable of building trust and empowering team members.
- Flexible to accommodate operational requirements, including weekends, on-site role at Amsterdam RAI.
- Fluent in English; additional languages are a plus.
- Competencies:
- Leadership & Team Development:
- Mentor and coach team members
- Collaborate with training team to identify and knowledge gaps
- Foster a supportive team environment, demonstrating strong prioritization and active listening skills.
- Conducting regular 1:1s to discuss performance
- Set performance goals and provide structured feedback.
- Recognize achievements and proactively address performance improvement opportunities.
- Customer Service Excellence: 50% time distribution
- Act as a customer advocate, efficiently handling inquiries across all service channels (WhatsApp, chat, email, phone).
- Leadership & Team Development:
- Communication & Interpersonal Skills:
- Clearly and empathetically communicate with team members and across departments.
- Exhibit proactive problem-solving and effective prioritization abilities.
- Communication & Interpersonal Skills:
- Adaptability & Flexibility:
- Adapt to changing schedules and operational needs.
- Navigate evolving customer and team expectations confidently.
- Adaptability & Flexibility:
What you will get:
- Take charge of every customer interaction. Lean on your team for coaching when you need it, but keep things moving by handling routine issues independently
- Opportunity to make an impact, be part of a fast-growing, entrepreneurial company that takes customer satisfaction seriously while disrupting men's tailoring
- Growth, we value your potential and will support your development and learning journey
- Be part of a high-performing team that pairs serious dedication with genuine camaraderie - supporting one another every step of the way
- 40% discount on all Suitsupply products