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Customer Service Team Lead (f/m/x) - remote

<div class="content-intro"> Founded in 2017, we're Europe's fastest-growing marketplace for refurbished products, active in 12 European countries, having surpassed €2Bn in GMV - all this while being profitable. With beautiful headquarters in Vienna, we have a remote-first culture and Refurbed’s 250 employees can also enjoy two months of workation per year. We’ve been recognized for three consecutive years as the Top DACH Employer by <a class="theme markdown__link" href="https://www.kununu.com/at/refurbed" target="_blank">Kununu. </a> Our mission is to empower customers to buy products up to 40% cheaper while making a substantial impact on reducing CO2 emissions - Join us to make consumption more sustainable!</div>For our Customer Service department, we are looking for an experienced and hands-on Customer Service Team Lead who combines strong people leadership with operational execution and customer-case expertise. In this role, you will lead one of our second-level Customer Service teams, ensure consistent team-level performance, and drive high-quality customer outcomes in a fast-paced environment. WHO YOU ARE: <ul> <li>You bring proven experience as a Customer Service Team Lead, with clear ownership of people leadership and team performance, ideally in a fast-scaling, tech-driven or e-commerce environment</li> <li>You are a clear, empathetic, and confident communicator, able to adapt your approach to customers, team members, and internal stakeholders</li> <li>You apply Customer Service performance metrics at team level to support daily operational decisions and performance conversations</li> <li>You have strong expertise in handling complex, sensitive, or high-impact customer cases and bring a hands-on mentality with the willingness to personally step in and handle difficult customer interactions</li> <li>You remain calm, structured, and solution-oriented under pressure, even during incidents, escalations, or shifting priorities</li> <li>You take a proactive, improvement-oriented approach, identifying issues and suggesting enhancements, with curiosity for AI-supported tools and openness to change in a fast-paced environment</li> </ul> WHAT YOU'LL DO: <ul> <li>Lead and manage one 2nd Level Customer Service team, with responsibility for performance, quality, and service outcomes</li> <li>Independently ensure consistent KPI delivery within your team, monitoring quality, SLA attainment, productivity, and backlog, and taking immediate corrective actions when performance deviates from targets</li> <li>Take ownership of defined operational topics, ensuring clear standards, consistent execution, and quality within your team</li> <li>Own everyday people management for your team, including performance management, feedback, development conversations, and addressing performance issues early and clearly</li> <li>Act as escalation point for urgent and complex customer cases, owning resolution end-to-end and documenting learnings</li> <li>Collaborate closely with other Customer Service Team Leads, sharing day-to-day operational responsibilities as well as ownership for escalations and ongoing operational improvement</li> <li>Support change initiatives by translating new tools, processes, or priorities into clear expectations and execution within your team</li> </ul> <div class="content-conclusion">WHY YOU WILL ENJOY WORKING WITH US: Our Culture and Values: <ul> <li>Decisions should be made based on facts and not by hierarchy levels? We sure think so!</li> <li>We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.</li> <li>You fail sometimes? Well, so do we! We’re all just human, let’s learn from our mistakes to improve in the future!</li> <li>No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference!</li> </ul> Personal & Professional Development: <ul> <li>You'll have access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.</li> <li>We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.</li> <li>We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.</li> </ul> Flexibility: <ul> <li>We care about a healthy work/life balance. We not only function and support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too 😊</li> <li>We trust you to do the best job, so we don't care so much when you do it – you are able to self-organize.</li> <li>You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops</li> </ul> …and much more! See https://careers.refurbed.com/ for further insights!</div>

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