Team Lead Customer Relations

Job Description

As Team Lead, you’ll guide and inspire a team of enthusiastic customer care agents, working within the framework set by our Manager Operations. Your mission? To ensure operational excellence while nurturing a high-performing, customer-obsessed team. You’ll monitor KPIs like productivity, presence, turnover, and SLA performance, but your real focus lies in people—developing talent, fostering motivation, and leading with empathy and clarity.

What You’ll Do

• Make a direct impact on the Rituals customer experience and overall brand image

• Monitor and coach your team to deliver consistent, high-quality service

• Support daily operations, drive performance, and maintain process excellence

• Handle potential escalations and take over complex customer calls or callbacks when needed

• Collaborate with stakeholders inside and outside the company to improve outcomes

• Make fast, sound decisions in the face of unexpected challenges or changes

• Continuously coach, inspire, and develop your team to reach their full potential

Qualifications

You are a natural leader—calm under pressure, high on energy, and low on ego. You care deeply about people, listen actively, and bring a sense of humor and heart to everything you do.

Additionally, you have:

• A higher professional education level (HBO or equivalent)

• Native-level fluency in Dutch and/or German, and strong English communication skills

• At least 2 years of experience coaching and developing others, preferably in a customer relations or contact center environment

• Strong communication skills with a consumer-first mindset

• The flexibility to work a minimum of 32 hours per week (36 or 40 hours is also possible)

• A proactive, curious mindset—always seeking improvement for your team, your work, and yourself

Additional Information

Apply today and begin your journey toward becoming the best in class—both as a leader and as a person.

1. After you apply, the recruiter will contact you within 5 working days

2. First interview with our Operations Managers

3. Second interview with the Head of Customer Relations and HR

4. Receive a tailored offer with your terms of employment