Founded in 2017, we're Europe's fastest-growing marketplace for refurbished products, active in 12 European countries, having surpassed €2Bn in GMV - all this while being profitable. With beautiful headquarters in Vienna, we have a remote-first culture and Refurbed’s 250 employees can also enjoy two months of workation per year. We’ve been recognized for three consecutive years as the Top DACH Employer by Kununu.
Our mission is to empower customers to buy products up to 40% cheaper while making a substantial impact on reducing CO2 emissions - Join us to make consumption more sustainable!
For our Customer Service department, we are looking for an experienced and hands-on Customer Service Team Lead who combines strong people leadership with operational execution and customer-case expertise. In this role, you will lead one of our second-level Customer Service teams, ensure consistent team-level performance, and drive high-quality customer outcomes in a fast-paced environment.
WHO YOU ARE:
- You bring proven experience as a Customer Service Team Lead, with clear ownership of people leadership and team performance, ideally in a fast-scaling, tech-driven or e-commerce environment
- You are a clear, empathetic, and confident communicator, able to adapt your approach to customers, team members, and internal stakeholders
- You apply Customer Service performance metrics at team level to support daily operational decisions and performance conversations
- You have strong expertise in handling complex, sensitive, or high-impact customer cases and bring a hands-on mentality with the willingness to personally step in and handle difficult customer interactions
- You remain calm, structured, and solution-oriented under pressure, even during incidents, escalations, or shifting priorities
- You take a proactive, improvement-oriented approach, identifying issues and suggesting enhancements, with curiosity for AI-supported tools and openness to change in a fast-paced environment
WHAT YOU'LL DO:
- Lead and manage one 2nd Level Customer Service team, with responsibility for performance, quality, and service outcomes
- Independently ensure consistent KPI delivery within your team, monitoring quality, SLA attainment, productivity, and backlog, and taking immediate corrective actions when performance deviates from targets
- Take ownership of defined operational topics, ensuring clear standards, consistent execution, and quality within your team
- Own everyday people management for your team, including performance management, feedback, development conversations, and addressing performance issues early and clearly
- Act as escalation point for urgent and complex customer cases, owning resolution end-to-end and documenting learnings
- Collaborate closely with other Customer Service Team Leads, sharing day-to-day operational responsibilities as well as ownership for escalations and ongoing operational improvement
- Support change initiatives by translating new tools, processes, or priorities into clear expectations and execution within your team
WHY YOU WILL ENJOY WORKING WITH US:
Our Culture and Values:
- Decisions should be made based on facts and not by hierarchy levels? We sure think so!
- We embrace giving and receiving feedback, testing and welcoming new ideas, as well as sharing our knowledge across the company.
- You fail sometimes? Well, so do we! We’re all just human, let’s learn from our mistakes to improve in the future!
- No matter who you love, where you’re from, who you pray to, whether you pee sitting down or standing up – we are a bunch of talented people who enjoy spending our time making a difference!
Personal & Professional Development:
- You'll have access to a dedicated learning budget within your department to support your growth, whether it's courses, conferences, or other learning opportunities that matter to you.
- We partner with Likeminded, offering you private sessions with experts for your personal growth and mental health.
- We frequently host internal workshops, allowing our teams to further develop their skills in different areas and enhancing collaboration across departments.
Flexibility:
- We care about a healthy work/life balance. We not only function and support a fully remote setting but also offer the possibility to work from our beautiful office in the vibrant heart of Vienna – we love dogs, so feel free to bring your furry little buddy too 😊
- We trust you to do the best job, so we don't care so much when you do it – you are able to self-organize.
- You will also be invited to take part in our office weeks, happening three times a year, where you will have the chance to work side by side with your colleagues and enjoy the team-building events and on-site workshops
…and much more! See https://careers.refurbed.com/ for further insights!
