Customer Care Team Lead (m/f/x)
Bilingual – German and English
Thaur, Tirol | full-time (40h/week)
We are Women's Best, an internationally successful e-commerce company that has been delighting millions of women with high-quality sports nutrition and clothing since 2015. Join our movement and support our Customer Support / Customer Experience Team in making Women's Best even more successful!
Your Mission
As the Customer Support Team Lead (AT), you will be the driving force behind our internal support operations. You will balance high-level resource management with hands-on mentorship, ensuring our team delivers world-class service while maintaining strict adherence to SLAs and compliance standards.
What You’ll Be Doing
Key Responsibilities:
Team Leadership & Development
* Daily Management: Oversee the team’s daily output, conducting weekly check-ins and managing time /absences.
* Mentorship: Lead onboarding and facilitate training sessions to upskill agents in complex queries and compliance.
* Foster a culture of continual improvement, leading by example to maintain high team morale.
Operational Excellence
* SLA Management: Direct resources to ensure all workloads are processed within agreed timeframes.
* Process Optimization: Proactively identify and implement process improvements, streamlining policies and helpdesk macros.
* Assist with carrier tasks and provide backup for community specialists or other departments (e.g., influencer giveaways) as needed.
Escalations & Technical Oversight
* Resolve high-level customer escalations and assist agents with technical support issues.
* Manage bank claims and oversee fraud / payment issues across Shopify, Klarna, PayPal, and Afterpay/Clearpay.
Reporting & Cross-Functional Collaboration
* Data Insights: Provide monthly / quarterly reports to the wider business, focusing specifically on nutrition, fraud, and payments.
* Collaborate with internal departments and suppliers to resolve process bottlenecks and improve the overall customer experience.
Who You Are
* Bilingual Communicator: You are fluent in German and English (written and spoken) and can articulate complex information clearly to both customers and internal stakeholders.
* Experienced Lead: You have a solid background in Customer Service, ideally in a senior or supervisory capacity within a fast-paced e-commerce or bilingual environment.
* Platform Proficient: You are comfortable using Zendesk (or similar CS software) and have a working knowledge of Shopify and various payment gateways (Klarna, PayPal, etc.).
* Problem Solver: You possess a "customer-first" mindset and the ability to resolve complex escalations and financial/ fraud issues with a calm, professional demeanor.
* Organized & Detail-Oriented: You have a keen eye for detail, essential for managing bank claims, order checks, and compliance regulations.
* Adaptable Leader: You thrive under pressure, effectively multitasking and prioritizing workloads to ensure the team meets agreed SLAs.
* Data-Driven: You are comfortable interpreting customer data and feedback to create insightful reports that drive business improvements.
* Continuous Improver: You don’t just follow processes - you look for ways to streamline them. You are passionate about mentoring others and fostering a culture of excellence.
Desirable
* Experience working with external suppliers, logistics, or returns management.
* A background or strong interest in the Nutrition or Apparel industry.
* Knowledge of additional languages.
* Previous experience in fraud prevention or payment processing oversight.
What We Offer
We believe in creating a supportive and dynamic workplace where you can thrive both personally and professionally. Here's what you can expect when you join our team:
* Make an Impact: Take ownership and play a key role in the success of our brand.
* Grow With Us: Enjoy opportunities for personal and professional development in a fast-growing company.
* Modern Workplace: Work in one of Tyrol's most modern offices.
* Team Spirit: Become part of a dynamic and international team.
* Awesome Benefits: Take advantage of flexible working hours, an in-house gym, team events, lunch options, JobRad (company bike program), and employee discounts on our products.
* Compensation: The annual gross salary starts at EUR 39.900, depending on your qualifications and experience.
Ready to make your mark?
If you're ready to become a part of our success story, we can't wait to hear from you.
Please send your resume to:
jobs@womensbest.com
*Please note that while we have created uniformity across the Group, work benefits may vary by office/ country. Applicants must be eligible to work in the specified location.
Women’s Best is an equal opportunity employer. We are committed to providing a work environment that supports, inspires, and respects all individuals. We do not discriminate on the basis of gender, race, colour, religion, age, disability, belief, sexual orientation, marital status, or is disadvantaged by conditions or requirements which cannot be shown.
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