Customer Service Team Leader

About the role

Printerpix is a fast‑growing e‑commerce brand looking for a motivated Customer Service Team Leader to drive a high‑performing support team. You will lead a group of representatives handling email, online enquiries and social‑media contacts, ensuring timely, accurate and on‑brand responses.

Key responsibilities

• Lead, coach and develop a team of Customer Service Representatives using the ticketing system.
• Oversee resolution of issues raised on social media, review sites and marketplaces, acting as escalation point for complex cases.
• Monitor daily workflow, allocate workloads and maintain service level and quality standards across all channels.
• Analyse tickets and social feedback to identify trends, root causes and implement action plans.
• Collaborate with Operations, Marketing and Product teams to share customer insights and quality issues.
• Use data and reports to track performance metrics, identify gaps and drive continuous improvement.
• Scope and support process‑improvement and automation initiatives, ensuring solutions are robust.
• Provide regular feedback, coaching and performance reviews to team members.

Required profile

• Highly motivated leader who thrives in a dynamic, fast‑paced environment.
• Proven experience in customer service and people management.
• Strong problem‑solving mindset with a passion for delivering excellent customer experiences.
• Willingness to grow, develop and take on responsibility within a global e‑commerce company.

Required skills

What we offer

• Career development and training opportunities.
• Fast‑paced environment with rapid growth potential.
• Opportunity to influence customer experience across multiple channels.