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

Role Description 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 - 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. - 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. - 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. - 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. Qualifications - 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 - 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 improvement opportunities. - Comfortable working across international time zones and collaborating with global teams. Preferred Systems Experience - Shopify - Gorgias - Zendesk - Aircall

Role Description 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 - 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 - 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 - 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 - 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 Qualifications - 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 - 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 improvement opportunities - Comfortable working across international time zones and collaborating with global teams Preferred Systems Experience - Shopify - Gorgias - Zendesk - Aircall

• Atención al Cliente Claro HFC – Administrativo • Proporcionar servicio de atención al cliente • Gestionar consultas y resolver inquietudes de los clientes • Asegurarse de cumplir con los estándares de calidad de servicio