Customer Service Team Lead (f/m/x) - remote

Proven experience as a Customer Service Team Lead Clear ownership of people leadership and team performance Experience in a fast-scaling, tech-driven or e-commerce environment Clear, empathetic, and confident communication skills Application of Customer Service performance metrics at team level Expertise in handling complex customer cases Calm, structured, and solution-oriented under pressure Proactive, improvement-oriented approach

Lead and manage a 2nd Level Customer Service team Ensure consistent KPI delivery, monitoring quality, SLA, productivity, and backlog Take ownership of operational topics and ensure clear standards Manage team performance, feedback, and development Act as escalation point for complex customer cases Collaborate with other Team Leads on operations and improvements Support change initiatives by translating new tools and processes