Job DescriptionAs 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 DoMake a direct impact on the Rituals customer experience and overall brand imageMonitor and coach your team to deliver consistent, high-quality serviceSupport daily operations, drive performance, and maintain process excellenceHandle potential escalations and take over complex customer calls or callbacks when neededCollaborate with stakeholders inside and outside the company to improve outcomesMake fast, sound decisions in the face of unexpected challenges or changesContinuously coach, inspire, and develop your team to reach their full potentialQualificationsYou 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 skillsAt least 2 years of experience coaching and developing others, preferably in a customer relations or contact center environmentStrong communication skills with a consumer-first mindsetThe 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 yourselfAdditional InformationApply today and begin your journey toward becoming the best in class-both as a leader and as a person.After you apply, the recruiter will contact you within 5 working daysFirst interview with our Operations Manager and a Team LeadSecond interview with the Director Customer Relations and RecruitmentReceive a tailored offer with your terms of employment
