Team Lead B2B Customer Service
Lead and scale an AI-first B2B Customer Service operation that delivers real-time resolution and measurable global impact.
We are The Customization Group,
a global leader in mass customization, leveraging AI and automation to revolutionize the personalized products industry. With a strong international presence across Europe, North America, and the Middle East, we manufacture up to 2,500,000 unique products daily, reaching millions of customers through 20+ own online shops and 1,000+ partner stores. Our AI-first strategy drives efficiency, scalability, and innovation, keeping us ahead in a fast-moving market while growing through AI-driven acquisitions and partnerships.
Our diverse team of 700+ professionals from 40+ nationalities thrives in a culture of collaboration and ambition. Whether in our tech hubs, production facilities, or business locations, you'll find the perfect environment to take ownership and drive impact in the future of e-commerce.
We have a brand-new opportunity for a Team Lead B2B Customer Service. You will own strategy and hands-on execution across Europe, North America, and Asia. This role leads a distributed team and builds an AI-first service operating model that delivers fast, consistent, high-quality support for B2B customers, while tightly partnering with internal stakeholders across all regions. Sounds good? Then keep reading!
Why you will love working with us:
International experience in our globally spread teams
Hybrid way of working with three days in the office & two days from home
Private health insurance with a compensation package after the probation period
Additional leave on special occasions
Variety of packed breakfast, lunch, and snacks in the office
Be part of an AI-first workplace that enables everyone to drive unique business solutions through state-of-the-art technology
Valuable knowledge and excellent experience for future development
Connection with your colleagues through team building and company events
What You Will Do:
Take Ownership of the Service Operation
Own and evolve the B2B customer service strategy across European, North American, and Asian markets.
Lead, coach, and develop a distributed team that already operates across regions and time zones.
Drive the service tech stack and tooling roadmap forward, including ticketing, CRM (HubSpot), and AI/automation capabilities already in use.
Elevate Performance and Continuous Improvement
Sharpen and expand existing KPIs for resolution time, cost efficiency, ticket volume, and customer satisfaction.
Strengthen reporting and feedback loops to make performance more visible and actionable for your team, for leadership, and for cross-functional teams.
Deepen root-cause analysis to turn systematic errors into permanent fixes and reduce ticket volume over time.
Collaborate Cross-Functionally
Partner hands-on with operational teams - production facilities, supply chain, legal, finance -across our locations in the USA, Germany, Latvia, and beyond to resolve issues at the source and prevent recurrence.
Tighten the integration of B2B Customer Service into the broader client-facing ecosystem alongside Sales, Account Management, B2B Marketing, and IT - ensuring the client sits at the center of every process.
Strengthen escalation management: build on existing escalation paths, improve cross-functional coordination.
Scale and Advance AI-Driven Service Design
Expand and optimize existing AI-driven workflows: automated triage, agent-assist tools, self-service deflection, knowledge base optimization, and intelligent routing - pushing adoption and measurable impact further.
Measure and iterate on AI performance - moving beyond deployment to focus on real outcomes, adoption rates, and continuous refinement.
Stay current on emerging tools and approaches, and bring a practical perspective on what's worth implementing next.
What You Bring
Required
5+ years in B2B customer service or support operations, with direct leadership responsibility for a team.
A track record of measurable improvement in service KPIs - resolution speed, quality, customer satisfaction, efficiency, or ticket reduction.
Strong operational and analytical thinking. You diagnose problems, prioritize ruthlessly, execute with discipline, and measure what matters.
Experience optimizing and scaling workflows across teams - including process improvement, stakeholder alignment, and change management in organizations.
Hands-on experience with AI and automation in a service context - whether that's improving chatbots, refining agent-assist tools, optimizing routing, or scaling knowledge systems. You know how to take and improve what exists.
Experience with ticketing and CRM systems (HubSpot strongly preferred).
Fluent English, written and spoken.
Excellent communication skills in high-stakes situations - including escalations, cross-functional alignment.
High ownership and reliability. You thrive in fast-moving, distributed environments where you need to make decisions, drive follow-through, and hold others accountable.
Preferred
Experience in reseller, wholesale, marketplace, or B2B e-commerce environments.
Experience building or managing global coverage models.
Familiarity with order management exceptions, logistics constraints, invoicing, returns, and compliance-related support topics.
Experience working across multiple geographies and cultures.
Even without every qualification, your unique experiences and skills could make you a great addition to our team, so embrace the opportunities that await you here. Your journey may lead to new skills, relationships, and success.
One team. Millions of happy customers worldwide. Join us!
- Department
- Customer Support
- Locations
- Riga
- Employment type
- Full-time
