Lead CS Agent

Lead CS Agent | Samako

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

We’re 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 role.

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
• Maintain a consistently high 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 customer service experience, ideally in e-commerce
• Fluent 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 strong plus
• Proactive, independent, and ownership-driven mindset
• Availability for 40 hours/week, Monday–Friday

Why Samako?

🚀 Fast-growing international DTC brand

🌍 Fully remote team

💡 Real ownership and freedom to make an impact

📈 Clear growth opportunities

📚 Budget for books and work-related courses

🏖️ 20 paid vacation days

💰 Annual performance-based salary reviews

You’ll succeed at Samako if you take ownership, communicate clearly, move fast, keep high standards, and are always looking for ways to improve.

If this sounds like you, apply here: https://forms.clickup.com/9012569492/f/8ck1tcm-39232/LI7S3ZOD5DOHFO8FQ0