Customer Service Team Lead (f/m/x) - remote

• 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

This role supports refurbed's mission to empower customers to buy products up to 40% cheaper while making a substantial impact on reducing CO2 emissions, helping make consumption more sustainable.

• 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

• Fully remote setting with possibility to work from office in Vienna
• Two months of workation per year
• Dedicated learning budget for courses, conferences, or other learning opportunities
• Private sessions with experts for personal growth and mental health through Likeminded partnership
• Internal workshops for skill development
• Flexible working hours with ability to self-organize
• Office weeks three times per year with team-building events and on-site workshops
• Dog-friendly workplace
• Fact-based decision making culture
• Feedback-oriented environment that welcomes new ideas

refurbed is Europe's fastest-growing marketplace for refurbished products, active in 12 European countries, with over €2Bn in GMV while being profitable. Their mission is to empower customers to buy products up to 40% cheaper while making a substantial impact on reducing CO2 emissions.