As our Customer Support Team Lead, you are the guardian of our customers’ experience and the mentor of our front-line heroes. Your mission is to lead a high-performing, international team to ensure every customer interaction is as refreshing as our scents. You won’t just manage tickets; you will drive excellence through data, empathy, and strategic leadership.

What You’ll Do

• Lead & Mentor: Oversee and inspire a diverse, international support team, fostering a culture of empathy and continuous improvement.
• Monitor Performance: Track and analyze key metrics and KPIs (CSAT, FRT, Resolution Rate) to ensure the highest standards of service.
• Operational Excellence: Supervise daily workflows across email, chat, and social media, ensuring the team meets its goals efficiently.
• Strategic Insights: Identify recurring trends and pain points, providing actionable feedback to internal teams to enhance the overall customer journey.
• Problem Solving: Act as a point of escalation for complex customer challenges, resolving them with care and professional judgment.
• Process Optimization: Collaborate with leadership to refine support processes and implement tools that scale with our growth.

What We’re Looking For

• Proven Leadership: Experience leading or supervising customer support teams, ideally in a remote, e-commerce, or wellness environment.
• Data-Driven Mindset: Strong ability to interpret metrics and KPIs to drive team performance.
• International Experience: Comfortable managing multicultural teams across different time zones.
• Communication Mastery: Excellent command of English (written and spoken) with a talent for coaching others.
• Proactive Attitude: A natural problem-solver who takes initiative and thrives in a fast-paced, remote-first setting.

Why Join DTC Vikings

• Be part of a company that has already helped 250,000+ customers across Europe and beyond.
• Enjoy the freedom of a remote-first culture, empowering you to build your ideal work-life balance.
• Join a fast-growing, mission-driven team that values initiative, creativity, and professional growth.
• Lead a global effort in spreading wellness and mindfulness worldwide.