Customer Service Team Lead

As Customer Service Team Lead, you'll lead by example by actively handling customer cases while developing a team of Customer Service Specialists. You'll play a key role in creating exceptional customer experiences, empowering your team to grow, and fostering a culture built on trust, curiosity, and continuous improvement. Balancing daily operations, coaching, and performance management, you'll help your team thrive in a fast-paced environment while delivering the premium service experience that defines Suitsupply. If you're a natural leader who enjoys developing people and driving results through collaboration, we'd love to hear from you.
 
What you’ll do

• Lead and mentor your team by providing coaching, constructive feedback, and fostering empowerment, trust, and continuous learning to help each team member reach their full potential. 
• Coach your team to deliver a personalized, premium customer experience that reflects the Suitsupply brand across every customer interaction. 
• Drive team performance through regular coaching, quality reviews, and data-driven insights. 
• Actively handle customer inquiries through multiple channels, including WhatsApp, chat, email, and phone, demonstrating exceptional customer advocacy. 
• Manage team schedules and shifts to meet staffing guidelines. 
• Oversee workload prioritization, distribution, and essential administrative tasks such as productivity tracking and attendance management. 
• Conduct regular performance reviews focused on each team member’s case handling contribution, Average Handle Time (AHT), and Quality Assurance scores. 

Who you are

• Proven customer service background with demonstrated team leadership or coordination experience, and a track record of mentoring and empowering others. 
• Strong proficiency in CRM and ticketing tools, with excellent prioritization and organizational skills and a proactive, solution-oriented mindset. 
• Excellent interpersonal skills; able to engage empathetically with customers, team members, and cross-functional stakeholders. 
• Able to work 5 days a week on-site at our Suitsupply HQ. 
• Fluent in English; additional languages are a plus. 

What you will get

• Autonomy: We empower you to take ownership, make meaningful decisions, and drive impact without layers of sign-off. 
• Growth: We see your potential as a key asset. At Suitsupply, you’ll have abundant opportunities to learn, grow, and excel in a supportive environment that encourages development at every step. 
• Corporate Social Responsibility: Our commitment to sustainability and ethical business is unwavering. We work exclusively with suppliers who uphold the highest standards, in alignment with the International Labour Organization. 
• Style: Immerse yourself in a world of beautifully crafted, high-quality products, and enjoy a 40% discount on Suitsupply products. 
• Compensation: We offer a competitive salary of based on relevant skills and experience.