Teamlead
Who we are looking for
As a Team Lead within our Customer Service team, you’re responsible for managing and developing your team members. You ensure that daily customer questions are handled efficiently, while supporting your team’s growth. You are the go-to person for your team, liaise with clients, monitor performance, and make sure our service continues to exceed expectations.You’re a natural leader with a sharp eye for detail, a love for people, and a drive to keep raising the bar.
- You have at least 2 years of experience in a digital customer service environment
- You’ve previously worked in a coordinating or leadership role
- You have strong communication skills, are analytical, and have a positive mindset
- You work in a structured way and know how to maintain oversight
- You enjoy guiding and motivating others
- You are available for 40 hours per week
- You live in (or near) Amsterdam and are willing to work from our office at least 2 days per week
- You are fluent in Dutch and English, both spoken and written
- You proactively think about how we can improve our service and processes
What you can expect from us
At Stone & Bridges, we believe it’s important that you can grow in your role and truly put your talents to use. As a Team Lead, you’ll get the opportunity to not only guide and develop your own team, but also to actively contribute to shaping the customer experience of innovative and fast-growing brands such as Daily Paper, Veloretti, Filling Pieces, Arte, Patagonia and Tony’s Chocolonely. Together with your team, you’ll make sure every customer question is handled with care and speed, while continuously improving processes and maintaining strong team spirit. All of this within a dynamic and evolving company where there’s plenty of room for your own ideas and initiative.Lead a team, improve processes, and make an impact for the most exciting brands out there.
- A role with a lot of freedom, responsibility, and room for your own ideas
- Coaching and guidance to help you grow as a leader
- A MacBook, Mac Mouse, and Mac Keyboard
- The possibility to work from home up to 3 days per week
- The chance to work remotely from abroad for 5 weeks, twice a year
- Office lunch and a sunny spot by the park
- Quarterly team outings
- A warm and inclusive work environment where you can be yourself
- 22 vacation days per year based on a full-time contract (40 hours)
- One additional vacation day for every quarter you don’t call in sick
About the postion
The role is split across 40 hours per week, with 20 hours focused on customer service tasks and the other 20 hours dedicated to your responsibilities as a Team Lead. You’ll be working with at least three brands simultaneously and will manage communication with both the client and your colleagues at Stone & Bridges. In addition, you’ll play a key role in improving processes, onboarding new team members, and monitoring customer satisfaction through tools like CSAT scores.Shape the ultimate customer experience while growing a team under your leadership.
- Leading, coaching, and supporting your team members
- Analysing customer inquiries and identifying structural solutions
- Safeguarding the quality and efficiency of customer service
- Collaborating with other team leads and coordinators to improve processes
- Maintaining and improving client processes, FAQs, and tools
- Monitoring customer satisfaction and identifying areas for improvement
- Ensuring a smooth onboarding process for new colleagues
- Optimising planning and staffing
