Customer Service Team Lead (French/German)

We are looking for a customer service natural who loves leading people and isn’t afraid to roll up their sleeves and get into the action. Do you thrive in a dynamic environment where high-quality service is the golden standard? Then we are looking for you!
In this role, you won’t just sit on the sidelines. You will lead a high-quality team of 3 remote customer service agents dedicated to a new brand within our business. To truly understand our members and our processes, you will actively support and on occasion solve our customer tickets yourself alongside your team especially as you get to know the brand and learn everything about Swapfiets.
Ready to join the ride of your life?
How you pedal us forward!

• Manages a team of Customer Service Agents (remote and in-house) and trains them to deliver a uniform and outstanding experience to our members while driving customer satisfaction and efficiency;
• Actively participates in customer support by handling tickets via phone, email, chat, and WhatsApp, especially during onboarding and peak moments;
• Ensures consistent high-quality service by monitoring CSAT, response times, first-contact resolution, and missed contact rates;
• Owns daily operations and supports the team in meeting KPIs and service-level agreements across all channels;
• Acts as first point of contact for escalations from customers, internal teams, and stakeholders;
• Leads cross-brand training and knowledge sharing, enabling Swapfiets agents to support an alternative brand with confidence and accuracy;
• Supports system migration from multiple platforms into one unified customer service tool, ensuring smooth adoption and minimal disruption;
• Collaborates closely with Store & Field Operations, Swapdesk management, and People & Culture to ensure aligned and efficient ways of working;
• Maintains a strong focus on quality, structure, and scalability in all customer service workflows.

The gear you need!

• Secondary vocational or higher vocational working and thinking level;
• 1–3 years of experience in a customer service environment (mandatory);
• Leadership, coaching, or senior agent experience is a strong plus;
• Fluent in English and fluency in French and/or German is required;
• Strong communication and interpersonal skills with a natural coaching mindset;
• Tech-savvy and comfortable working with multiple systems, especially during migrations;
• Strong analytical and problem-solving skills with attention to detail;
• A hands-on “roll-up-your-sleeves” mentality and customer-first attitude;
• Affinity with service excellence and continuous improvement.

Benefits for a smooth ride!

• Your own Swapfiets (lend-lease) 🚲!
• 32 vacation days for ample time off (that’s right, next to 25 vacation days you can use your 7 Swap days as you please).
• A solid pension plan and a discount on your health insurance.
• Mac or Windows laptop and phone allowance.
• A challenging and rewarding role with significant responsibility and friendly colleagues.
• Travel allowance (if you live more than 11 km away from the office, otherwise you’ll just use your Swapfiets, right.. 😎?)
• Delicious and affordable lunch at the office prepared by our lunch heroes.
• Access to Urban Sports Club for Business arrangement (to promote your healthy lifestyle!)
• Learning programs development opportunities through our L&D department.
• Engaging workshops and inspirational talks.
• One day off per year to do voluntary work paid by Swapfiets.
• Flexibility to work from and at the office in Amsterdam

 
Pedalling Towards Inclusivity at Swapfiets! 🚲
At Swapfiets, we believe in the power of diversity and inclusivity. While we are proud of the progress we've made, we acknowledge that we still have work to do to create the inclusive environment we envision. We are committed to continuous growth, learning, and fostering a workplace where everyone's voice is heard and valued. Join us on our journey to make Swapfiets an even more vibrant and inclusive community.