Customer Support Team Leader – EU Market Support

🕒 May 25

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Pear Tree.

WebsiteLinkedInAll Job Openings

1 - 10 employees

🎯 Recruiter

👥 HR Tech

🤝 B2B

Recruitment • HR Tech • B2B

Pear Tree is a Melbourne‑born offshore recruitment and hiring services company that connects Australian, US, and UK businesses directly with skilled offshore professionals (primarily from the Philippines) without agency markups. They provide end-to-end hiring support — sourcing, screening, skills assessments, video interviews, reference checks — and offer payroll, Employer‑of‑Record, and compliance assistance plus a six‑month replacement guarantee. Pear Tree recruits across IT, sales & marketing, finance, creative, admin and operations roles, emphasizing cost savings, direct pay to talent, and secure onboarding workflows.

📋 Description

• Handle customer enquiries via email, live chat, and other support channels • Provide accurate product information and troubleshoot customer concerns efficiently • Resolve customer complaints with empathy, professionalism, and ownership • Deliver clear, high-quality written communication across all customer interactions • Manage escalated or high-priority cases to ensure positive customer outcomes • Support and guide a remote team of Customer Service Agents • Act as the first escalation point before issues are escalated to management • Provide ongoing coaching, mentoring, and feedback to improve team performance • Lead by example by actively managing tickets and supporting daily queue operations • Ensure consistency in tone, quality, and customer experience standards across the team • Monitor workflows, ticket queues, and response times to ensure SLA targets are achieved • Identify recurring customer issues and recommend process improvements • Assist with onboarding and training new team members as the support team grows • Ensure adherence to internal systems, processes, and customer service best practices • Support continuous improvement initiatives across customer support operations • Provide regular updates on team performance, operational insights, and customer trends • Deliver productivity reporting and recommendations for improvement • Collaborate closely with cross-functional international teams • Escalate systemic customer experience concerns and operational risks proactively

🎯 Requirements

• Fluent in both English and German (written and verbal) • Previous experience in a Customer Service Team Leader or Senior Customer Service role • Experience within eCommerce, retail, consumer products, or product-based customer support environments • Strong leadership skills with experience managing remote or distributed teams • Excellent written and verbal communication skills • High emotional intelligence and the ability to handle escalated customer situations professionally • Strong organisational, multitasking, and time management abilities • Ability to analyse customer service performance metrics and identify improvement opportunities • Comfortable working across international time zones and collaborating with global teams • Shopify • Gorgias • Zendesk • Aircall