Dutch CX Team Lead, Vintage Cash Cow

• Fluency in Dutch (written and spoken)
• Minimum 1 year of leadership experience in a customer-facing or support environment
• Strong customer service focus and ability to manage escalated complaints
• Proven ability to coach, mentor, and develop diverse teams
• Knowledge of HR policies and procedures
• Data-driven, with excellent attention to detail
• Resilient, adaptable, and positive attitude
• Strong technology and system skills
• Ability to consistently meet KPIs, objectives, and SLAs
• If you're excited about this role but don’t meet every requirement, we still encourage you to apply, your unique skills and experiences might be exactly what we need now or in the future

Desirable

• As a Team Leader – Dutch Speaking, you will lead and develop a team of support agents, ensuring excellent customer experiences across multiple channels including phone, email, WhatsApp, webchat, and social media
• You will manage team performance, coach colleagues, resolve escalated queries, monitor KPIs, and drive continuous improvement while fostering a high-performing and positive team environment
• Getting Started…
• Learn our tone of voice, systems, and customer service processes
• Shadow experienced colleagues to understand customer journeys, workflows, and best practices
• Gain confidence leading a team and handling escalated customer interactions
• Establishing Your Impact…
• Independently manage team performance and operational workflows with professionalism and accuracy
• Resolve escalated queries fairly and efficiently, setting a high standard for your team
• Coach and mentor team members to achieve high-quality service and KPIs
• Build trust with colleagues and customers through clear, timely, and accurate communication
• Driving Excellence…
• Take ownership of team performance, KPIs, and service outcomes
• Continuously identify and implement improvements in workflows, training, and customer service processes
• Foster a high-performing, engaged, and motivated team culture
• Key Goals & Objectives:
• Lead a multi lingual team to deliver exceptional customer service across all channels
• Resolve escalated complaints and complex queries effectively and empathetically
• Ensure team meets and exceeds KPIs for quality, efficiency, and customer satisfaction
• Collaborate with internal stakeholders to achieve business objectives and ensure a seamless customer journey
• Develop, coach, and support team members to reach their full potential
• Key Responsibilities:
• Lead, motivate, and coach a team of Italian and Dutch-speaking support agents
• Manage team performance, SLAs, KPIs, and adherence to policies
• Oversee scheduling, workloads, and team workstreams
• Handle complex or escalated customer interactions efficiently
• Support recruitment, onboarding, and development of new team members
• Collaborate with internal teams to ensure smooth handovers and aligned customer support
• Promote team engagement, wellbeing, and continuous improvement initiatives

• Stage 1:
• Applied
• Application Received: We currently have your application and details in our inbox. The hiring team will shortly be getting to these to review them all
• Stage 2:
• Review
• Application Review: Our hiring team will carefully assess your application, considering your qualifications, skills and experiences in relation to the requirements for the role
• Stage 3:
• Initial Screening
• Initial Screening: If your application aligns with our criteria, we will reach out to you for an initial phone or video interview. This gives us an opportunity to get to know you better and discuss the role with you