Customer Service Specialist driving customer - centric solutions within a hybrid environment at Zopa. Engaging with customers to address banking needs and improve service quality.
About the role
- Customer Support Lead at Coda managing a team for B2C e-commerce storefronts. Leading second-line support for complex customer cases and cross-functional process improvements.
Responsibilities
- Lead, coach, and develop a team of ~5 Customer Support Specialists.
- Define, implement, and continuously improve the customer support experience for customers and frontline agents.
- Own second-line support performance, including KPIs such as FCR, CPC, AHT, escalation rate, resolution time, and knowledge base quality.
- Ensure clear ownership, consistency, and accountability across support processes and B2C e-commerce storefronts.
- Manage second-line escalations, ensuring fast, structured resolution and clear communication.
- Lead incident and outage management at the brand level, coordinating with CS Operations and cross-functional teams.
- Identify recurring issues and operational bottlenecks, translating them into prioritized improvement initiatives with 1st line CS Operations.
- Own and maintain the knowledge base, ensuring accuracy, usability, and adoption by frontline teams to improve FCR.
- Translate complex product or policy changes into clear, actionable guidance for support teams.
- Own Voice of Customer and Trustpilot insights, turning feedback into actionable improvements.
- Partner with Quality, Product, Engineering, and Commercial teams to reduce repeat contacts and improve CSAT, Trustpilot scores, and overall support quality.
- Ensure customer insights are structured and shared across the business to drive product and operational improvements.
Requirements
- 3–5 years in Customer Support, CS Operations, Business Partnering, or Service Enablement roles
- Experience leading teams
- Clear understanding of CS metrics, workflows, and scaling challenges
- Experience working closely with Product and Engineering teams and internal stakeholder
- Multi-brand, marketplace, or high-volume support environments are a plus
- Operationally credible: understands how frontline CS works
- Structured and analytical: able to prioritize, define standards, and track impact
- Strong stakeholder manager
- Comfortable owning ambiguity and driving clarity
- Coach and people leader, not just a process builder
- Zendesk Knowledge is a plus
Benefits
- 30 days of holiday, pension scheme, and one of the best relocation packages in Amsterdam
- Flexible working hours and an office overlooking the Amstel
- Budget for noise-cancelling headphones, travel to and from the office, working-from-home and self-learning
- Free healthy breakfast, lunch and snacks by our in-house chef
- Unlimited access to mental health support by certified psychologists via OpenUp
- Free Dutch classes to help out with daily life in the Netherlands
- Regular parties, pub quizzes, bingo sessions, celebrations and other events
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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