Are you a people-first leader with both a strategic and operational mindset? This role offers the opportunity to lead a technically skilled, international remote customer service team in a stable, remote-first e-commerce company. You'll be the bridge between Customer Service, the warehouse, and manufacturing partners, managing day-to-day operations and resolving escalations. Empower your team, foster growth, and ensure seamless service delivery without scripts or pressure. Read on to find out why we could be the ideal fit for you.

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Bascom Camera

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Are you a people-first leader with both a strategic and operational mindset? Do you enjoy coaching experienced teams, improving service delivery, and owning cross-functional relationships? Then read on, this might be your next role.

About Bascom
Bascom is a stable, remote-first e-commerce company that sells high-quality, self-install security camera systems to consumers and SMEs. We combine a technically solid product with expert-level, personal support. Our international remote customer service team (13 FTE) is experienced, close-knit, and deeply invested in doing things well — without scripts or pressure.
Your Role as Head of Customer Service
You’ll lead a technically skilled customer service team as well as be the bridge between Customer Service, the warehouse, and manufacturing partners. That includes managing the team’s day-to-day operations, but also owning the resolution of escalations, structural issues, and fulfillment feedback. This is not just a team leadership role — it’s a key position across our customer journey.
We’re looking for someone who brings structure, empathy, and communication clarity — someone who empowers the team without micromanaging, and who supports growth without disrupting what already works. In this role, team engagement, continuous improvement and cultural awareness are essential.

Gevraagd

What You’ll Do
Operational

Oversee the daily running of the Customer Service team (scheduling, case handling)
Act as the main point of contact for our partners such as warehouse & fulfillment
Coordinate and follow up on issues related to returns, delays, or faulty stock
Identify technical support trends and ensure accurate knowledge documentation
Lead weekly team check-ins and cross-country connection moments
Be the interdisciplinary bridge for optimal collaboration

Team

Coach, mentor, and support the growth of a skilled, autonomous team
Facilitate team learning through internal champions and shared best practices
Support emotional and professional well-being in a remote setup
Encourage a service-first mindset grounded in communication and clarity

Strategic

Work with a clear vision of what excellent service looks like at Bascom
Strengthen collaboration across teams, especially with Sales and Marketing
Drive improvements in how product issues are spotted, communicated, and resolved
Track KPIs, team trends, and operational risks — and report insights to leadership

Aanbod

About You

Experience leading technical or e-commerce service teams (ideally remote)
Skilled in cross-functional collaboration (e.g. logistics, manufacturing, sales)
Strong communicator with cultural sensitivity and a service mindset
Fluent in English; German, Dutch or French is a strong advantage
Calm under pressure, organized, and curious about improving how things work

What You’ll Bring

2+ years team lead experience with a coaching, structured leadership style with a drive for continuous improvement
Confidence in troubleshooting operational and customer-facing issues
Motivation to keep the good parts of a high-trust team intact, while improving processes with care

This role is ideal for someone who wants to lead a team and take ownership across the full customer service chain — from first contact to fulfillment and feedback — without losing sight of the customer experience at the center.

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