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.
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