Customer Service Team Lead

Hi, we are Swapfiets! 👋 The bicycle subscription where you are always assured of a working bicycle. Our mission? Making cities more livable and sustainable under the motto 'buy less, use more'.

For our HQ in Amsterdam we are looking for a: Customer Service Team Lead.

We are continuing our growth journey in our expansion in Europe! Hence, we are looking for a Customer Service Lead to join us and build a sustainable and high standard business. This is a role for an individual who has 1-3 years of experience in a similar role, with the right balance of technical knowledge and business knowledge of Customer Service. You will play a critical role in a dynamic and rapidly growing organization where your contribution will make a visible impact everyday.

Do you recognize yourself in this?

As Team Lead of our Customer Service department Swapdesk, you are an indispensable key in leading and coordination of our Customer Service employees and our operation. You support our customer service team and try to resolve questions or complaints from our members as best as you can. In addition, you are also the person of contact for the operation and together with the other team leads you ensure that every day runs smoothly. In addition, you develop procedures and grow your team to get one step further every day! Together with us, you want to ensure an optimal customer experience every day!

What are you going to do?

• Lead and develop Customer Service agents (+/- 10 FTE) with focus on productivity, customer satisfaction;

• Perform daily/weekly KPI and ticket analysis leading to actionable insights;

• Circulate feedback between Customer Service and Store & Field and assure actionable follow-up;
  

• Together with the other team leads, you ensure that everything on our Swapdesk runs smoothly;

• Implement/translate global CX standards to all markets;

• Plan the shifts and maintain the roster;

• Hire new employees and conduct on- and off-boardings;

• Improve the quality and processes of the team, and ensure successful implementation of such changes;

• Support agents with member questions and handle escalations of difficult cases;

• You are available full-time at our head office in Amsterdam;

• (Must-have) You have at least 1-3 years of work experience in a similar role as Team Lead of a Customer Service Team or comparable within customer care or support department, etc.

• Helping others makes you happy;

• As you read this, you are already applying for a job. Multitasking is not a problem for you;

• Experience with ticketing systems (like HubSpot, Zendesk etc.)

• You master English (other languages are a plus!);

• Members are your number 1. That's how you start and end the day!

What Swapfiets offers you

• Your own Swapfiets (lend-lease) 🚲!

• A pension plan a discount on your health insurance

• Lots of responsibility, challenging work, and friendly colleagues

• Travel allowance (if you live more than 11km from the office, otherwise you'll just use your Swapfiets, right... 😎?)

• Delicious lunch at the office for a small contribution

• Urban Sports Club for Business arrangement (to promote your healthy lifestyle!)

• Learning programs developed by our L&D department

• One day off per year to do voluntary work paid by Swapfiets

Will you join us? Then your growth path could look like this:
At Swapfiets, we not only find a sustainable footprint important, but also a sustainable career for our colleagues. We offer you the opportunity to develop further within our organization in the direction that suits you!

Once you apply
Our recruitment team will contact you to go through your application. This is followed by a case created by our Customer Service colleagues. Positive feeling? Then follows an interview with our Customer Service manager. Are you and Swapfiets still as enthusiastic at the end of the process? Then you will receive an offer to join the Swapfiets team!