# Customer Support & Service Team Leader - EU Market Support

> D2B · Poland (Remote) · Full-time · Posted 2026-05-25

**Workplace:** remote

**Department:** RecOps

## Description

**Position:** CUSTOMER SUPPORT & SERVICE TEAM LEADER – EU MARKET SUPPORT

**Salary range**: Between $4,200 - $5,900 NZD (10,000–14,000 PLN/month gross) _(The final amount will be at the the client discretion basing on the candidate’s skills and experience.)_

**Working Hours:** Monday to Friday | EU Business Hours

**Languages Required:** English & German

**Preferred (Not Required):** French

**Work set-up:** 100% Remote work (Independent Contractor Agreement)

**Holidays**: _To be determined_

**Recruitment process**: possible multiple client interviews and assessment

**When applying, kindly include the following:**

-   A 1–2 minute video introduction in German (please share the video link)
-   An updated resume/CV in English  
    

### OVERVIEW

Our client is a growing international eCommerce business looking for a hands-on Customer Support & Service Team Lead to support their expanding EU operations. This is a highly operational role where approximately 80% of the day will involve actively handling customer tickets while also supporting and guiding a small remote team.

This opportunity is ideal for a strong Senior Customer Support or Customer Service professional ready to step into their first leadership role. The role requires someone who is empathetic, solutions-focused, and confident handling sensitive customer situations with care and professionalism in a fast-paced environment.

### Key Responsibilities

### Customer Support & Service

-   Respond to customer enquiries via email, chat, phone, and other support channels
-   Handle daily ticket queues and provide timely customer resolutions
-   Assist customers with product enquiries, order issues, troubleshooting, returns, and general support
-   Deliver professional, empathetic, and solutions-focused customer experiences
-   Handle escalated or sensitive customer concerns with care and urgency
-   Maintain accurate customer records and support documentation

### Team Leadership & Operations

-   Support and guide a remote team of customer support/service agents
-   Act as the first point of escalation for complex customer situations
-   Provide coaching, feedback, and day-to-day operational support to team members
-   Lead by example through active ticket handling and queue management
-   Ensure consistency in communication quality and customer experience standards
-   Assist with onboarding and training new team members

### Performance & Continuous Improvement

-   Monitor ticket queues, response times, and customer satisfaction metrics
-   Identify recurring customer concerns and recommend process improvements
-   Support operational improvements to enhance efficiency and service quality
-   Collaborate with internal and international teams to resolve customer issues effectively

### What We’re Looking For

-   A strong senior support/service professional ready to step into leadership
-   Someone who enjoys both customer interaction and team support responsibilities
-   A hands-on leader who thrives in daily operations rather than purely managerial tasks
-   A calm, empathetic, and intuitive communicator who can handle sensitive customer situations professionally
-   Someone who understands that exceptional customer experience goes beyond standard policy responses
-   A proactive problem-solver with strong attention to detail and accountability
-   A growth-minded individual excited to grow with an expanding international business

## Requirements

### Key Requirements

-   Fluent in both English and German (written and verbal)
-   Previous experience in Customer Support, Customer Service, or Senior Support roles
-   Experience supporting customers within eCommerce, retail, SaaS, or product-based environments
-   Strong experience handling escalations and complex customer situations
-   Excellent written and verbal communication skills
-   High emotional intelligence with a customer-first mindset
-   Strong organisational and multitasking abilities in a fast-paced environment
-   Comfortable working independently in a remote setup
-   Previous experience mentoring, supporting, or guiding team members is highly preferred

### Systems Experience

-   Shopify
-   Gorgias
-   Zendesk
-   Aircall

## Apply

[Apply at D2B](https://apply.workable.com/d2b-1/j/259889DBA6/apply)

---
Powered by [Workable](https://www.workable.com)