Lead CS Agent

Job opening: Lead CS Agent

At Samako, we believe that a clean home creates a clear mind. We are a fast-growing Dutch DTC brand that creates beautifully designed cleaning products and is scaling internationally.

We are looking for a Lead CS Agent to take ownership of the day-to-day quality and performance of our customer support team.

This is a full-time, fully remote position.


What you’ll do

• Handle complex and escalated customer cases
• Support, guide, and coach CS agents
• Monitor ticket quality, response times, and CS KPIs
• Train and onboard new team members
• Ensure a consistently high-quality customer experience
• Improve CS processes, SOPs, and workflows
• Identify recurring customer issues and drive solutions
• Take ownership of urgent and high-priority cases
  
  
  What we’re looking for
• Previous experience in customer service, preferably in e-commerce
• Fluent in Dutch and English — Dutch is a must
• Strong communication, empathy, and problem-solving skills
• Experience with tools such as Gorgias, Shopify, Bol, or Amazon is a plus
• Strong organizational skills and attention to detail
• Experience supporting or training other CS agents is a major plus
• A proactive, self-directed mindset with a strong sense of ownership
• Available to work 40 hours per week, Monday through Friday
  
  
  Why Samako?

🚀 Fast-growing international DTC brand
🌍 Fully remote team
💡 Real responsibility and the freedom to make an impact
📈 Clear opportunities for growth
📚 Budget for books and work-related courses
🏖️ 20 paid vacation days
💰 Annual salary reviews based on performance

You’ll be successful at Samako if you take ownership, communicate clearly, move quickly, maintain high standards, and are always looking for ways to improve.

Sound like you? Apply here:\u00a0 https://forms.clickup.com/9012569492/f/8ck1tcm-39232/LI7S3ZOD5DOHFO8FQ0