Customer Experience Team Lead
ALSACE VINTAGE.COM
Posted: 10/19/2026
Team Lead, Special Logistics
DSV - Global Transport and Logistics
Posted: 10/15/2026Customer Experience Team Lead
ALSACE VINTAGE.COMCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in coaching and developing Customer Experience Agents while effectively managing performance and service levels. Proficient in planning schedules and workloads across multiple customer channels, with a focus on enhancing customer satisfaction and team engagement.
Highest-signal resume keywords
Team LeadershipCoaching And DevelopmentPerformance ManagementSchedule PlanningFluent German (C1)
About the role
Key responsibilities & impact- Lead, coach, and develop a team of Customer Experience Agents.
- Conduct one-to-one meetings, team meetings, and coaching sessions to support performance and development.
- Strengthen engagement and well-being through approachable leadership and recognition.
- Address performance issues and absences fairly in line with People policies.
- Monitor calls, review documentation, and provide practical feedback.
- Take ownership of escalated calls and complex complaints, resolving them at the first point of contact wherever possible.
- Support the team with challenging conversations and decide when cases should be transferred.
- Collaborate with Operations, the warehouse, and other teams.
- Plan schedules, workload, and staffing for inbound, outbound, and digital channels.
- Monitor service levels, quality scores, and customer satisfaction, intervening when standards decline.
- Align priorities and plans with Customer Experience and Operations leadership.
- Hire and onboard new team members in collaboration with Talent Acquisition.
- Establish workflows, processes, and ways of working for the new team in Austria.
- Share customer and performance insights with the Customer Experience teams in Leeds and Arnhem.
Requirements
What you’ll need- Fluent written and spoken German, approximately at C1 level.
- Good command of English, approximately at B2 level, to collaborate with teams and leaders across Vintage.com.
- Experience as a team lead or people manager in a contact center or a comparable customer-facing team.
- Experience coaching and developing others and managing performance fairly.
- Experience resolving escalated complaints calmly and fairly.
- Experience managing service levels, quality standards, and team performance data.
- Confident planning schedules and workloads across multiple customer channels.
- Experience in a sales contact center, particularly with high-value products (a plus).
- Experience handling inbound and outbound calls (a plus).
- Experience building a new team, site, or process (a plus).
- Experience with CRM systems (a plus).
- Experience working with a warehouse or in a company dealing with physical products (a plus).
- Knowledge of the Austrian market (a plus).
- No specific qualification is required.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance Data ManagementEscalated Complaint ResolutionService Level MonitoringQuality Standards ManagementInbound And Outbound Call HandlingCRM Systems ExperienceTeam BuildingProcess Establishment
Soft Skills
Approachable LeadershipConflict ResolutionEffective Communication
Industry Keywords
Customer ExperienceContact CenterAustrian Market KnowledgeHigh-Value Products