Senior Customer Service Manager

As Senior Customer Service Manager, you will take ownership of a growing international customer service operation, combining daily team leadership with practical improvements in service quality, processes and technology.Reporting to the Director of Strategy and Operations, you will lead a department of 40+ colleagues, including a small team in Shanghai, with plans to grow to 50 - 55. You will work closely with international retail and functional teams, including stakeholders in the US.Your first priority will be to build trust, strengthen team cohesion and create a supportive environment with clear expectations. You will stay close to the work: reviewing customer cases, coaching colleagues and answering enquiries yourself when volumes peak. Over the next 6 - 12 months, you will also drive improvements in automation while preserving the personal attention customers expect from a premium brand.

Your responsibilities will include:

• Build a positive team culture through approachable leadership, regular coaching and clear communication, balancing individual support with accountability.
• Support recruitment, onboarding and development as the department grows, helping new and existing colleagues work confidently and consistently.
• Lead, coach and motivate the team through regular individual conversations, team meetings and clear performance expectations.
• Translate customer service objectives into practical plans and KPIs, balancing customer satisfaction, service quality and operational efficiency.
• Stay actively involved in daily customer service: review cases, identify recurring problems and help answer enquiries during backlogs or periods of high demand.
• Lead practical improvements to service workflows, CRM tools and automation over the next 6-12 months, working with existing systems and collaborating with Product and technical colleagues to implement changes.
• Build and maintain your own dashboards and reports to monitor service quality, workloads, response times and customer trends, turning findings into clear actions for the team and leadership.
• Collaborate with Product, Engineering, Retail Operations and international teams to resolve issues and deliver a consistent service experience.
• Take ownership of escalations and high-priority customer matters, supporting the team in finding timely and effective solutions.

This is a full-time role of 38-40 hours per week, based in Amsterdam. A strong presence on the floor is essential, with attendance at the office expected five days per week and reasonable flexibility for occasional personal appointments. Requirements Requirements

• Between six to eight years of experience in customer service management, with a track record of leading teams and delivering meaningful service improvements.
• An approachable, calm and grounded leadership style. You build trust, listen carefully and coach people towards better performance, combining empathy with clear expectations.
• Experience in a sizeable international customer service operation, ideally within a large corporate, technology, retail or similarly customer-focused environment.
• Strong familiarity with customer service software, CRM systems and process improvement. You understand effective service operations and are comfortable working hands-on with existing systems.
• The ability to translate data into practical decisions while keeping both the customer experience and the needs of your team in view.
• Strong analytical skills and the ability to independently build dashboards and reports using customer service data, identify trends and translate findings into practical improvements.
• Excellent communication and stakeholder management skills, with experience collaborating across locations and cultures.
• Fluent English; an additional European language is an advantage.
• Availability for 38-40 hours per week and willingness to work on site in Amsterdam five days per week.
• Experience improving customer service processes, together with a practical understanding of automation opportunities and the willingness to learn and implement new tools.
• A genuine interest in hands-on customer service management, including reviewing and handling customer cases yourself when needed. You enjoy detail, take initiative and follow improvements through to implementation.

Benefits

• A gross annual base salary of €70,000 - €100,000, depending on relevant experience and seniority, plus holiday allowance.
• A performance bonus opportunity of 10%, with 50% linked to team results and 50% to agreed individual project goals.
• An initial 12-month employment contract, with a preferred start as soon as possible.
• A clothing allowance and a 40% employee discount on the brand's products.
• A one-week product and brand training programme in Antwerp.
• Ownership and room to make meaningful decisions, develop your team and improve customer service operations in an international environment.

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