Customer Service Lead

About Peddler

At Peddler, we focus on making cities more sustainable through fast, smart, and efficient last-mile delivery. Our established network enables us to offer same-day delivery from individual stores, leading retail chains and globally recognised brands with our 100% electric fleet.

Our mission is to transform current urban logistics into a fully sustainable network - beyond local retail. We achieve this in collaboration with international partners who supply our city hubs, after which we handle the last-mile delivery with our electric fleet. By joining Peddler, you become part of a company that values sustainability and innovation, playing a key role in our mission to transform last-mile delivery.

What you'll do

As Customer Service Lead, you will:

• Lead & coach our customer service team, providing guidance, mentorship, and performance management.

• Ensure top‑tier support, maintaining SLAs for response time, issue resolution, and overall satisfaction.

• Analyse trends, identify root causes of issues (e.g., delivery delays, product inquiries), and collaborate with Ops and Account teams to improve processes.

• Own communication, escalating complex concerns to other teams.

• Develop resources: craft FAQs, scripts, self‑serve tools, and training materials to increase efficiency.

• Monitor KPIs: churn/retention, ticket volumes, and resolution times. Propose optimisation strategies.

• Champion cross‑team alignment, working closely with Courier Coordinators, Rider Planner and Operations Team to enhance the customer journey.

About you

• ~3+ years in customer support/ops, with 1+ year leading teams in fast‑paced environments (ideally logistics, delivery, or marketplace).

• Excellent communicator in Dutch; English proficiency is a strong plus.

• Data‑driven: confident using metrics and tools.

• Empathetic customer advocate, able to navigate stress and adapt in dynamic settings.

• Proactive and entrepreneurial—ready to pitch and implement improvements.

• Passionate about sustainability and eager to advance Peddler’s mission.

What You’ll Get

• Influence a growing company: coach a tight‑knit team and elevate our customer-first culture.

• Work directly with leadership—from Ops, Account, to Product—on strategic improvements.

• Thrive in a genuine startup environment: wear multiple hats, take ownership, and drive change.

• A passionate, down‑to‑earth team deeply committed to our planet and each other.

Join Peddler and be part of a fun team that likes to spend time together just as much as bringing sustainability to the next level! Take the first step in your career and help us grow while you become the best version of yourself.

At Peddler, we are always looking for ambitious individuals from all backgrounds. Ideally, you will grow within the company from this role, thanks to your proactive, flexible, and service-oriented attitude, your hands-on mentality to contribute to our collective growth, and your dedication to efficiency in your own tasks.