E-Commerce Customer Service Lead

Type: Full-time
Location: Amsterdam

Customers are at the centre of everything we do. Our Customer Service team makes sure every question, order and concern is handled with care, and we're looking for someone to lead that experience day to day. You'll be the main point of contact for our E-Commerce customers, own how our customer service function runs, and report directly to the Head of E-Commerce. You'll be supported by an additional team member in this role.

Your responsibilities include, but are not limited to:

• Being the main point of contact for our E-Commerce customers across email, live chat, WhatsApp and phone.
• Leading resolution of order-related incidents, including complex or escalated cases.
• Owning the returns and refunds process.
• Being the go-to contact for our logistics partners and carriers when fulfilment issues come up.
• Owning our helpdesk setup and workflows, and continuously improving how the team works.
• Working closely with warehouse and operations on recurring issues.
• Turning what you see day to day into insights we can act on.
  

As the ideal candidate, you have:

• 3+ years in customer service, ideally in digital fashion, retail or e-commerce, including experience owning a process or a tool.
• Hands-on experience with Shopify.
• Proven experience with a helpdesk platform such as Gorgias, Zendesk or similar tools.
• Fluency in English and Dutch, written and spoken.
• A problem-solving mindset that builds better processes, not just workarounds.
• A solid technical understanding of order fulfilment and logistics systems.
• Comfort working with external partners and other teams.
• A sense of ownership and the ability to move quickly when something needs attention.
• Flexibility for occasional weekends or extra hours during busy periods, always in consultation and compensated.
  

It's a plus if you also have:

• German, French or Spanish language skills.
• Experience supporting or guiding more junior team members.
  

You will be successful and happy in this role if:

• You're proactive and hands-on: you look for opportunities instead of waiting for work to come to you.
• You take real ownership of your area and are committed to getting it right, not just keeping it running.
• You're eager to learn, hold yourself to a high standard, and take your own development into your own hands.
• You bring a calm, solutions-focused approach to a role where things move quickly and the playbook is still being written.
  

What we offer in return:

• Growth: E-Commerce is one of our fastest-growing channels, and you'll work in a fast-paced environment with real ambitions for the years ahead.
• Team: You'll join a young, ambitious team that's genuinely passionate about our brand, product and customers.
• Product: Enjoy our products with your personal discount.

If you are interested, please apply with your CV and motivation letter in English: careers@lovestoriesintimates.com.