Team Lead Customer Relations (Dutch or German speaking)

Company Description

Job Description

As Team Lead, you'll guide and inspire a team of enthusiastic customer care agents, working within the framework set by our Manager Operations. Your mission? To ensure operational excellence while nurturing a high-performing, customer-obsessed team. You'll monitor KPIs like productivity, presence, turnover, and SLA performance, but your real focus lies in people-developing talent, fostering motivation, and leading with empathy and clarity.

What You'll Do

• Make a direct impact on the Rituals customer experience and overall brand image
• Monitor and coach your team to deliver consistent, high-quality service
• Support daily operations, drive performance, and maintain process excellence
• Handle potential escalations and take over complex customer calls or callbacks when needed
• Collaborate with stakeholders inside and outside the company to improve outcomes
• Make fast, sound decisions in the face of unexpected challenges or changes
• Continuously coach, inspire, and develop your team to reach their full potential

Qualifications

You are a natural leader-calm under pressure, high on energy, and low on ego. You care deeply about people, listen actively, and bring a sense of humor and heart to everything you do.

Additionally, you have:

• A higher professional education level (HBO or equivalent)
• Native-level fluency in Dutch and/or German, and strong English communication skills
• At least 2 years of experience coaching and developing others, preferably in a customer relations or contact center environment
• Strong communication skills with a consumer-first mindset
• The flexibility to work a minimum of 32 hours per week (36 or 40 hours is also possible)
• A proactive, curious mindset-always seeking improvement for your team, your work, and yourself

Additional Information

Apply today and begin your journey toward becoming the best in class-both as a leader and as a person.

1. After you apply, the recruiter will contact you within 5 working days
2. First interview with our Operations Manager
3. Second interview with the Director Customer Relations and Recruitment
4. Receive a tailored offer with your terms of employment