Customer Service Team Leader

Our client is a global leader in intimate apparel known for its craftsmanship, innovation, and timeless design. They dedicate themselves to quality; unrivalled fit, technical craft & comfort without sacrifice whilst valuing to provide their customers with confidence, comfort & elegance.

We are seeking a passionate Team Leader who will be responsible for leading, coaching and developing our customer service team. You will use your expertise to ensure operational excellence, driving key performance metrics, and delivering a world-class customer experience tailored to the fast-paced, high-expectation environment of fashion e-commerce. If you thrive at motivating others, achieving goals and leading by example, this is your opportunity to make a direct impact with your team and the brand experience we deliver.

What you’ll be doing:

• Support the initial & ongoing training of current and new team members on topics including product knowledge, internal processes and customer service best practices.
• Lead, mentor, and manage the customer service team to achieve targets and deliver excellent service.
• Monitor performance, analyse data, and provide regular reports to management.
• Handle customer escalations and ensure resolution in a timely manner.
• Ensure that customer service metrics & KPIs are met or exceeded.
• Support the Operations Manager with ongoing client communications and engagement.
• Evaluate & proactively manage the performance of individuals and the team against all relevant qualitative measures and ensure that they are aligned with CPM and Client requirements.

Requirements

What we look for:

• Fluency in English (an additional EU language is a plus).
• Proven experience as a Team Leader in a customer service/e-commerce project.
• Strong understanding of customer service principles and best practices.
• Excellent communication and interpersonal skills.
• Ability to motivate a team and foster a positive working environment.
• Results-driven with a strong focus on achieving targets.
• Experience with data analysis and reporting.
• Proficiency in MS Office and experience with CRM systems.

Benefits

What do we offer:

• Starting date: 1st December 2025
• Contract Type: Temporary 6 Months (Possibility of extension into permanent).
• Working hours: Full Time (40 hours per week) Monday - Friday from 9 am to 6 pm
• Competitive base salary of €23,000 gross per annum in addition to:
• 6,60€/day meal voucher (132€/month).
• A commuting allowance of €50 per month (€600 per annum).
• Possibility to earn monthly KPI-based incentives.
• Paid 5 extra days (personal days) per annum in case of emergencies and short-term absences.
• Office-based working model from our Bratislava location.
• Fully paid training that optimally prepares you for your job - 2 weeks duration.

Additional Benefits:

• Multisport Card
• Employee Assistance Program - Free, confidential, and impartial guidance and support.
• Referral Program: Refer a Friend and get a Referral bonus.
• Access to specialised LinkedIn training courses.
• Best-in-class people engagement activities and programs.
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment.

Who we are

CPM International has a global presence in over 30 countries. We offer multilingual support in various languages tailor-made to the needs of our diverse markets. We focus on customer service, sales, and technical support solutions for clients worldwide.

CPM International believes in creating an open workplace, celebrating diversity in all forms, including gender, race, religion, disabilities, and sexual orientation. We are committed to providing equal opportunities and ensuring everyone feels included from the very start of their journey within CPM.

#WeCare #WeAreCurious #WeAchieveTogether