CS Team Lead

At Catawiki, every day brings the extraordinary Whether it's Daniel Ricciardo's Formula 1 Car, a Woolly Mammoth's Skeleton, Lady Gaga's Jumpsuit or Usain Bolt's running shoe, we encounter exceptional objects every day. We're a one-of-a-kind marketplace for buying and selling special objects Each week we offer over 75,000 unique items in auction, carefully curated by our passionate in-house experts. Having Sold Over 20 Million Unique Objects To Date, We're On a Mission To Become The World's Most Popular Destination For Special Objects. As a Growing, Diverse And Sustainable Scale-up, We Proudly Live By Our Core Values Taking ownership and driving impact Being open to change and feedback Being passionate about our mission and our customers. If these values resonate with you, we'd love to explore how you can join us on this exciting journey About The RoleAs aCS Team Lead , your focus will be on meeting new organisational objectives and goals and increasing our Customer Satisfaction. You will support, guide, and coach your team to ensure they perform at an optimal level, and you will use your leadership skills to inspire, motivate, and engage your team. It will be your responsibility to create a cohesive team that works together efficiently and to maximise the team's potential. To be a successful Team Leader for Customer Service at Catawiki, you should have a track record of leading a motivated and engaged team that delivers positive performance results in line with goals and targets. Excellent interpersonal skills are of paramount importance as you build quality relationships with your team and internal stakeholders. What You'll DoResults and Responsibilities Advise and coach CS Representatives on soft skills and best practices, ultimately leading to higher productivity, high-quality team performance, and improved customer satisfaction. Day-to-day management, including assigning tasks, monitoring incoming volumes, and adjusting schedules based on needs, absences, or shifting priorities. Manage and coach a team of CS Representatives to ensure they meet departmental and team performance targets and KPIs while delivering exceptional customer service. Handle daily escalations and cancellations for our team of CS Representatives. Tasks and Activities Foster a culture of team engagement, recognising and celebrating team members' achievements, and promoting collaboration and teamwork. Monitor team performance metrics and provide feedback, coaching, and support to improve individual and team performance. Develop and maintain effective customer service procedures and policies to ensure consistent quality and efficiency. Have a good understanding of reports and dashboards, and be able to give strategic input on customer service operations, team performance, and customer feedback to the Team Manager. Collaborate with other teams, such as sales and product development, to ensure that customer feedback is incorporated into business strategies and product development plans. Have 1:1 meetings regularly, conduct performance appraisals (mid-year and end-of-year), and hold stand-ups with your direct reports. Respond to customer inquiries and complaints, providing timely and accurate resolutions to issues and ensuring that customer needs are met. Manage and monitor ticket queues and volumes for optimal efficiency and productivity. Support the Team Manager with managing SLAs and implementing new tools, processes, and procedures. Report to the CS Team Manager and serve as a backup in case of short-term absence. Your primary objective will be to boost workplace performance within our CS organisation.What You'll Bring At least 1 year of experience in Customer Service Teams, including managing a team of at least 10 Representatives. Fluency in English and German (additional languages are a plus). A balanced leader with a passion for inspiring, motivating, and engaging a team. Proven experience with KPIs and OGSM. Strong stakeholder management skills and expertise. Ability to prioritise tasks effectively and address ad-hoc situations. Relevant experience or a strong interest in identifying and implementing improvements, new processes, and tools. Available to work 40 hours per week. Regular office attendance is required to support your team. You are available to work some weekends and on some public holidays. This role is based in Lisbon, Portugal. In return Permanent Contract (with a 6-month Probation Period). A competitive Annual Gross Base Salary, depending on your level, competencies, and overall experience. Health Insurance from day 1 (including dental coverage), with access to multiple hospitals and clinics and a vast wellness network. A Work From Home Allowance to help with your monthly household bills. Commuting between your home and our office is covered by Catawiki. Amazing Office right in the centre of Lisbon. Why You'll Love Working with Us Create a Visible Impact by working at scale in a global organisation that serves millions of customers across 80+ categories. In our flat structure, every role has a broad scope that directly impacts both our customers and the business. Learn and Grow with Us through our Learning & Development initiatives, which include clear development plans and mentorship programmes designed to support your career progression. A Culture of Connection defines us. We're a passionate, diverse and collaborative team of 800+ Catawikains and 60+ nationalities, all coming together to build a one-of-a-kind marketplace. We foster an inclusive and queer-friendly work environment, committed to making every Catawikian feel welcomed and empowered. Whatever your story, we encourage you to bring your unique perspective to our team. Celebrate Life's Moments with us at Catawiki. When you join us, you'll receive a €100 Catavoucher, and on each birthday, you'll get a €50 Catavoucher to celebrate. Enjoy an extra day off each year to "Pursue Your Passion". We also recognise significant work anniversaries (3, 5, 8, 10 years) with additional time off, plus extra leave for life's big moments like marriage, engagements, or moving house. Please note that benefits can vary by location. For specific information regarding what's available in your country, please consult your recruiter. Our Offices and Way of WorkingOur vibrant offices in Amsterdam, Paris and Lisbon are designed to inspire and connect. Most Catawikians are within commuting distance of one of our offices and enjoy the flexibility of a hybrid work model. That said, some roles may be an exception: if the job description states that the position is fully remote or 100% office-based, that arrangement will apply instead. Interested?Apply directly with an English CV and cover letter by submitting your information at the bottom of this page. By submitting your application you agree to Catawiki's Applicant Privacy Policy. If you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.