Founded in 2017, refurbed is Europe’s fastest-growing marketplace for refurbished products, active in 12 European countries and having surpassed €2Bn in GMV — all while being profitable. With beautiful headquarters in Vienna, we operate as a remote-first company, and our 250+ employees enjoy up to two months of workation per year. We’ve also been recognised as a Top DACH Employer by Kununu for three consecutive years.
Our mission is to make sustainable consumption the easy choice by enabling customers to buy products up to 40% cheaper while significantly reducing CO₂ emissions.
We believe flexibility works best when paired with ownership. While we offer a remote-first setup built on trust and autonomy, we look for people who are self-driven, proactive, and motivated to turn ideas into impact in a high-accountability environment.
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!
