Team Lead Customer Service & Operations

Location: Lijnden

The Team Lead Customer Service & Operations leads the Customer Service team and owns the end-to-end post-purchase journey, driving operational excellence, continuous improvement and technology-enabled solutions to enhance customer satisfaction, efficiency and overall customer experience.
Job Purpose And Role Summary  The team‑lead Customer Service & operations is responsible for delivering an excellent customer experience across Customer Service and the complete post‑purchase journey, from order confirmation through delivery, returns, refunds and exchanges.
The role leads and develops the Customer Service team while taking ownership of post‑purchase performance and continuous improvement. By combining customer feedback, service data and operational KPIs, the role identifies customer pain points and works cross‑functionally with E‑commerce, Supply Chain, Logistics, IT, Finance and external partners to improve customer journey.
This role ensures that operational service levels are achieved while driving structural improvements that increase customer satisfaction, reduce customer effort and contacts, and improve the efficiency and quality of delivery and returns processes.
This role requires strategic thinking to work with the head of Ecommerce on the future of customer service and the post‑purchase flow, integrating new technology in the process.
The role also remains close to daily Customer Service operations and can perform Customer Service Specialist duties when needed to understand and improve processes.
Key Responsibility Areas   Team Leadership & Development:
Manage, mentor and motivate the Customer Service team and post purchase specialist, providing clear direction, coaching and support to ensure high levels of performance, engagement and job satisfaction.
Customer Service Excellence:
Establish and uphold standards for customer service excellence across phone, email, chat and social media, ensuring consistent service quality, effective escalation handling and a customer‑focused approach.
Post‑Purchase Experience Ownership:
Own and continuously improve the end‑to‑end post‑purchase customer experience, from order confirmation through delivery, returns, refunds and exchanges, with a focus on reducing customer effort and creating seamless experience.
Delivery Performance Management:
Monitor the customer impact of delivery performance and work closely with Supply Chain, Logistics and Fulfillment partners to address delays, failed deliveries and recurring issues. Ensure appropriate customer communication and drive structural improvements based on root‑cause analysis.
Returns, Refunds & Exchanges:
Oversee the customer‑facing returns, refunds and exchange processes, ensuring efficient and accurate execution while identifying opportunities to simplify the journey, shorten lead times and reduce avoidable contacts.
Performance & SLA Management:
Define, monitor and report relevant Customer Service and post‑purchase KPIs and SLAs, including service levels, response and resolution times, customer satisfaction, delivery performance and returns‑related measures. Use performance data to prioritize actions and improvements.
Customer Insights & Continuous Improvement:
Analyze customer contacts, feedback and operational data to identify recurring pain points, bottlenecks and root causes. Translate insights into concrete improvement initiatives that enhance customer satisfaction and operational efficiency.
Cross‑Functional

Collaboration:

Work closely with E‑commerce, Supply Chain, Logistics, IT, Finance and Marketing to resolve customer‑impacting issues and improve the end‑to‑end post‑purchase journey. Represent the customer perspective in relevant operational and improvement discussions.
External Partner…