[Hiring] Customer Support & Service Team Leader @D2B

Role Description

Our client is a growing international eCommerce business looking for a hands-on Customer Support & Service Team Lead to support their expanding EU operations. This is a highly operational role where approximately 80% of the day will involve actively handling customer tickets while also supporting and guiding a small remote team.

This opportunity is ideal for a strong Senior Customer Support or Customer Service professional ready to step into their first leadership role. The role requires someone who is empathetic, solutions-focused, and confident handling sensitive customer situations with care and professionalism in a fast-paced environment.

Key Responsibilities

• Respond to customer enquiries via email, chat, phone, and other support channels
• Handle daily ticket queues and provide timely customer resolutions
• Assist customers with product enquiries, order issues, troubleshooting, returns, and general support
• Deliver professional, empathetic, and solutions-focused customer experiences
• Handle escalated or sensitive customer concerns with care and urgency
• Maintain accurate customer records and support documentation
• Support and guide a remote team of customer support/service agents
• Act as the first point of escalation for complex customer situations
• Provide coaching, feedback, and day-to-day operational support to team members
• Lead by example through active ticket handling and queue management
• Ensure consistency in communication quality and customer experience standards
• Assist with onboarding and training new team members
• Monitor ticket queues, response times, and customer satisfaction metrics
• Identify recurring customer concerns and recommend process improvements
• Support operational improvements to enhance efficiency and service quality
• Collaborate with internal and international teams to resolve customer issues effectively

Qualifications

• A strong senior support/service professional ready to step into leadership
• Someone who enjoys both customer interaction and team support responsibilities
• A hands-on leader who thrives in daily operations rather than purely managerial tasks
• A calm, empathetic, and intuitive communicator who can handle sensitive customer situations professionally
• Someone who understands that exceptional customer experience goes beyond standard policy responses
• A proactive problem-solver with strong attention to detail and accountability
• A growth-minded individual excited to grow with an expanding international business

Requirements

• Fluent in both English and German (written and verbal)
• Previous experience in Customer Support, Customer Service, or Senior Support roles
• Experience supporting customers within eCommerce, retail, SaaS, or product-based environments
• Strong experience handling escalations and complex customer situations
• Excellent written and verbal communication skills
• High emotional intelligence with a customer-first mindset
• Strong organisational and multitasking abilities in a fast-paced environment
• Comfortable working independently in a remote setup
• Previous experience mentoring, supporting, or guiding team members is highly preferred

Systems Experience

• Shopify
• Gorgias
• Zendesk
• Aircall