Customer Support Team Leader - EU Market Support

3 hours, 14 minutes ago
Full-time
Lead
Customer and Technical Support
D2B

D2B

D2B specializes in connecting Australian businesses with top offshore talent, facilitating the hiring process to help companies scale efficiently and effectively.

Professional Services

Description

  • Handle customer enquiries through email, live chat, and other support channels.
  • Provide accurate product information and resolve customer concerns efficiently.
  • Manage customer complaints and escalated cases with professionalism and ownership.
  • Support, guide, and coach a small remote team of Customer Service Agents.
  • Act as the first escalation point before issues are escalated to management.
  • Lead by example by managing tickets and supporting daily queue operations.
  • Monitor workflows, ticket queues, and response times to meet SLA targets.
  • Identify recurring customer issues and recommend process improvements.
  • Assist with onboarding and training new team members as the support team grows.
  • Provide regular reporting on team performance, operational insights, and customer trends.

Requirements

  • Fluent in both English and German, written and verbal.
  • Previous experience in a Customer Service Team Leader or Senior Customer Service role.
  • Experience in eCommerce, retail, consumer products, or other 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.
  • Experience with Shopify, Gorgias, Zendesk, or Aircall is preferred.

Benefits

  • Salary range of $4,200–$5,900 NZD per month gross, with final offer based on skills and experience.
  • 100% remote work setup.
  • Independent contractor agreement.
  • Opportunity to work with an international eCommerce business supporting the EU market.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Manager, Ecommerce Operations (Contractor)

Tech Holding 51-250 Internet Software & Services

Tech Holding is hiring a Manager, Ecommerce Operations for a project-based role to lead day-to-day ecommerce operations, coordinate cross-functional execution, and optimize systems and workflows for a rapidly scaling omnichannel retail business.

CRM JIRA
1 hour, 51 minutes ago

Head of Amazon and Marketplaces

Burga 51-250 Textiles, Apparel & Luxury Goods

BURGA is hiring a Head of Amazon and Marketplaces to lead its global Amazon business and marketplace expansion from Warsaw/remote as the brand scales rapidly worldwide.

1 hour, 52 minutes ago

Supervisor, Clinical Lab

Natera 1K-5K Pharmaceuticals

Natera is hiring a Supervisor of the Clinical Laboratory to oversee daily lab operations, staff performance, and quality compliance while supporting team goals in a clinical laboratory setting.

1 hour, 55 minutes ago

Online | Customer Service Hospitality – Reservations | Entry Level

Aisle and Abroad Travel & Tourism

An entry-level Customer Service Hospitality – Reservations role with a remote Maryland-based team focused on managing bookings, supporting clients, and ensuring a smooth reservation experience.

2 hours, 26 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers