Customer Support & Service Team Leader - EU Market Support

Position: CUSTOMER SUPPORT & 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: Monday to Friday | EU Business Hours Languages Required: English & German Preferred (Not Required): French 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 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 Customer Support & Service 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 Team Leadership & Operations 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 Performance & Continuous Improvement 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 What We’re Looking For 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 Key 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