Freelance Customer Service Lead

Overview

Freelance Customer Service Team Lead – DTC E-Commerce (English)

German speaking a plus.

We’re looking for a hands-on Customer Service Team Lead to guide our growing support team in the DTC fashion and apparel space. You’ll be the go-to person for day-to-day operations, ensuring our customers receive exceptional service while helping the team work smarter, not harder.

Responsibilities

• Lead & support the team – oversee daily operations, coach team members (in-house or agency), and help onboard new hires.




• Maintain service quality – ensure inquiries via email, chat, and social channels are handled with empathy and in line with brand tone.




• Support processes & SOPs – help implement and improve workflows, macros, and escalation paths.




• Customer experience focus – work with product and logistics teams to resolve recurring issues and reduce returns/exchanges.




• Use tools effectively – work with platforms like Shopify, Gorgias, and Google Drive to manage tickets and track performance.




• Track key metrics – monitor team KPIs such as first response time, ticket volume, CSAT/NPS, and return ratios.




• Upsell & retention – spot opportunities to recommend products or upgrades during customer interactions.




• Bilingual support – provide guidance in both English and German when needed.




• 2+ years in e-commerce customer service with at least 1 year in a supervisory or team lead role.




• Experience with Shopify and Gorgias (Ideally) is a plus.




• Strong written and verbal communication skills in English.




• Organised, process-driven, and comfortable using data to improve performance.




• Customer-first mindset with the ability to coach others to deliver great service.

Preferred

• Experience in fashion, apparel, or female-focused products.




• Knowledge of sizing/product-fit guidance to reduce returns.




• Exposure to automation tools, AI-assisted workflows, or self-service help centres.




• First Response Time




• Competitive salary + performance bonuses.




• Opportunity to grow into a more senior management role.




• Join a fast-paced, growing DTC fashion brand.

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Customer Service

Industries

• Staffing and Recruiting

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