Customer Service Team Leader - EU Market Support at D2B

Krakow, Lesser Poland Voivodeship, Poland -

Full Time

Start Date

Immediate

Expiry Date

23 Aug, 26

Salary

14000.0

Posted On

25 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Support, German Fluency, English Fluency, Escalation Management, Coaching, Performance Monitoring, eCommerce Operations, Shopify, Gorgias, Zendesk, Aircall, Remote Team Management, SLA Management, Problem Solving, Time Management

Industry

Financial Services

Description

Position: CUSTOMER SERVICE TEAM LEADER – EU MARKET SUPPORT Salary range: Between $4,200 - $5,900 NZD (10,000–14,000 PLN/month gross) (The final amount will be at the the client discretion basing on the candidate’s skills and experience.) Working Hours: To be determined Work set-up: 100% Remote work (Independent Contractor Agreement) Holidays: To be determined Recruitment process: possible multiple client interviews and assessment When applying, kindly include the following: A 1–2 minute video introduction in German (please share the video link) An updated resume/CV in English OVERVIEW 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 ResponsibilitiesCustomer Support 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 Team Leadership & Coaching 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 Operations & Performance 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 Reporting & Collaboration 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 What We’re Looking For 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 Key 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

Responsibilities

Lead and coach a remote customer service team to ensure high-quality support across the EU market. Manage daily ticket queues, handle complex escalations, and drive operational efficiency through process improvements.