Customer Service Team Lead

HQ & Customer Service
Customer Service Team Lead (French/German)
Swapfiets NL
Jul 13, 2026
HQ & Customer Service
Customer Service Team Lead (French/German)
Swapfiets NL
Jul 13, 2026
HQ & Customer Service
Customer Service Team Lead (French/German)
Job Description
What you will do
We are looking for a customer service natural who loves leading people and isn't afraid to roll up their sleeves and get into the action. Do you thrive in a dynamic environment where high-quality service is the golden standard? Then we are looking for you!
In this role, you won't just sit on the sidelines. You will lead a high-quality team of 3 remote customer service agents dedicated to a new brand within our business. To truly understand our members and our processes, you will actively support and on occasion solve our customer tickets yourself alongside your team especially as you get to know the brand and learn everything about Swapfiets.
Ready to join the ride of your life?
How you pedal us forward! -
Manages a team of Customer Service Agents (remote and in-house) and trains them to deliver a uniform and outstanding experience to our members while driving customer satisfaction and efficiency; -
Actively participates in customer support by handling tickets via phone, email, chat, and WhatsApp, especially during onboarding and peak moments; -
Ensures consistent high-quality service by monitoring CSAT, response times, first-contact resolution, and missed contact rates; -
Owns daily operations and supports the team in meeting KPIs and service-level agreements across all channels; -
Acts as first point of contact for escalations from customers, internal teams, and stakeholders; -
Leads cross-brand training and knowledge sharing, enabling Swapfiets agents to support an alternative brand with confidence and accuracy; -
Supports system migration from multiple platforms into one unified customer service tool, ensuring smooth adoption and...