German Customer Experience Team Lead

Department: EU Customer Experience

Employment Type: Full Time

Location: Duiven, Netherlands

Reporting To: Cx Manager

Compensation: €43,020 - €49,500 / year

At , we’re building the most trusted platform for pre-loved items. We help people give valuable things a new life, making the experience simple, transparent and rewarding.

We bring together specialist knowledge, thoughtful technology and genuine care for our customers. By helping more items stay in circulation, we create value for people and make a positive impact at the same time.

Our Customer Experience team supports  customers across our European markets from our hub near Arnhem. We bring the human side of our service to life, helping customers across inbound, outbound and digital channels with clarity, care and confidence.

Now established in Europe, Customer Experience works closely with Operations, our warehouse and teams across  to create joined-up journeys and turn customer insight into better ways of working.

As Customer Experience Team Leader, you’ll lead and motivate a team of advisors to deliver consistently brilliant customer service. You’ll be accountable for your team’s day-to‑day performance, wellbeing and development.

You’ll give colleagues the structure, coaching, feedback and support they need to succeed. You’ll set clear expectations, recognise good work and address performance concerns fairly, creating a team culture where people feel confident, included and able to grow.

This is a hands‑on leadership role. You’ll plan rotas and workflows, use performance insight to guide decisions, step into complex customer situations and help new starters thrive. You’ll also work closely with Operations and other teams to improve customer outcomes as  continues to grow across Europe.

• Meet or exceed agreed service levels, performance measures and quality standards across customer channels.
• Achieve at least 95% first-contact resolution for escalated calls.
• Build, develop and retain a high‑performing team of Customer Experience advisors.
• Create strong team engagement and wellbeing through consistent support, feedback and recognition.
• Plan workloads effectively and build strong partnerships with Operations and other teams.
• Recruit and onboard new colleagues successfully, embedding changes and improved ways of working.

Team leadership and development

• Lead, coach and mentor a team of Customer Experience advisors to deliver excellent service.
• Hold regular one‑to‑ones, team meetings and coaching sessions that support performance and career development.
• Build engagement and wellbeing through visible, approachable leadership and consistent recognition.
• Manage performance fairly and consistently, following company policies, procedures and people standards.

Customer and escalation management

• Set clear expectations for brilliant, consistent customer service across every channel.
• Take ownership of escalated calls and complex complaints, aiming to resolve them at first point of contact.
• Work with teams across  to remove blockers and deliver joined‑up customer outcomes.

Operational performance

• Plan team rotas, workloads and coverage across inbound, outbound and digital work streams.
• Monitor service levels, performance measures and quality results, acting early when standards slip.
• Use data and quality insight to improve individual performance, team behaviours and customer outcomes.
• Partner with the Head of Customer Experience and Operations Manager on priorities, plans and objectives.

Growth and continuous improvement

• Recruit and onboard new team members, giving them the support and clarity they need to thrive.
• Champion change and help colleagues understand and adopt new ways of working.
• Improve processes and workflows to…