Job Opening - Team Lead Customer Care

Location: Headquarters Rotterdam
Employment type: Full-time
Hours per week: 40 hours
Start date: Immediate

Are you an experienced Customer Care professional who not only leads the team but also rolls up your sleeves? Do you have a passion for fashion, e-commerce, and the possibilities AI offers to elevate customer experience? Then we are looking for you.

WHO ARE WE?
Most Wanted is a fast-growing, fashionable fashion brand that stands out for style, quality, and a strong customer focus. We mainly sell online and have one physical store in Rotterdam. Our customers are central to everything we do, and our Customer Care team is the core of that. To further professionalize this role, we are looking for a hands-on Team Lead who will take the team to the next level.

WHAT WILL YOU DO?
As Team Lead Customer Care, you are responsible for the daily operations and the strategic development of our CS team. You are a hands-on leader: you are actively involved, answering customer questions yourself, while ensuring the team continuously improves. You use data to improve processes and deploy AI to work more efficiently and personally.

YOUR RESPONSIBILITIES:

• Leading, coaching, and developing the Customer Care team.
• Actively participating in operations: customer contact via chat, email, and social media (Instagram, TikTok).
• Monitoring and improving KPIs: response time, resolution time, customer satisfaction, return rate.
• Data analysis on CS tickets and implementing process improvements based on that.
• Implementing and optimizing AI tools within our CS stack channels.
• Taking ownership of the further development of our CS platform and associated workflows.
• Collaborating with logistics, marketing, buying, and e-commerce to improve the end-to-end customer experience.
• Reporting to management on performance, learnings, and strategic proposals.

WHO ARE YOU?

• At least 3-5 years of experience in Customer Care within e-commerce, preferably fashion.
• Proven experience in a leadership or senior role.
• Strong analytical skills: comfortable working with data, dashboards, and KPIs, and able to derive concrete improvement actions.
• Affinity with and interest in AI: you actively follow developments and have ideas on how to use AI to improve CS for the benefit of both the customer and Most Wanted. Practical experience with AI tools is a strong plus.
• Experience with modern CS platforms.
• Hands-on mentality: you lead by example, not from the sidelines.
• Excellent communication skills in Dutch and English.
• Customer-oriented, solution-focused, and commercially sharp.

WHAT DO WE OFFER?

• A key position within a fast-growing fashion brand with direct lines to management.
• Space to realize your own vision on Customer Care and AI implementation.
• Market-conform salary, matching experience and seniority.
• Personal development and growth opportunities.
• Employee discount on the collection.
• A young, energetic team at a historic location in Rotterdam, with drinks, team outings, and the annual Christmas bingo.

 
INTERESTED?
At Most Wanted, we believe a strong Customer Care team makes the difference between a one-time buyer and a loyal customer. Do you want to make that impact? Then respond with your CV and a short motivation explaining your vision on the future of Customer Care in fashion e-commerce — and how AI fits into that.

We welcome everyone, regardless of background, gender, or experience. Diversity makes us stronger.