💼 About This Role

You'll oversee daily operations for a customer service team at Picnic, a fast-growing online supermarket. You'll handle complex client issues and coach your team of 15–20 agents. This role offers a chance to lead process improvement projects.

🎯 What You'll Do

• Oversee all processes to ensure smooth operations
• Coach and motivate customer service agents individually and as a team
• Lead incident management for recalls, cancellations, or delays
• Coordinate with internal teams to resolve complex issues

📋 Requirements

• MBO or HBO work and thinking level
• Minimum 1 year of leadership experience
• Fluent in Dutch and English (spoken and written)
• Available 32+ hours per week with flexible scheduling

✨ Nice to Have

• Experience with incident management
• Background in retail or logistics
• Familiarity with CRM software

🎁 Benefits & Perks

• 🥗 Fresh lunch, coffee, and snacks daily
• 🏥 Health insurance discount (5-15% with CZ)
• 📚 Leadership Bootcamp and mental wellness via OpenUp
• 🌴 25 vacation days and pension plan
• 🚗 Travel allowance and company phone/laptop

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Interview with manager· 45 min
3. 3Case study or assessment· 60 min