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In 1952, George Stephen Sr. changed the world of grilling forever when he cut a metal buoy in half, added a cooking grate and three legs – and the legendary Weber kettle was born. Since then, we've been inspiring grill enthusiasts around the world. But we don’t rest on our history – we keep moving forward, constantly innovating and tirelessly shaping the grilling experience of tomorrow.
We’re now looking for a proactive and commercially minded Customer Service Supervisor to lead the FraBeNeLux customer support operation.
This is a hands-on leadership role focused on delivering a premium consumer experience through effective team management, operational performance, and service-driven sales.
What you’ll do
* Take ownership of the France, Belgium, and Netherlands customer support operation
* Lead seasonal recruitment, onboarding, and resource planning across internal and agency teams
* Manage day-to-day team performance with coaching, KPIs, and structured development
* Ensure efficient handling of all inbound consumer contacts via Zendesk and other platforms
* Oversee ticket flow, escalation handling, and quality control
* Optimise returns, replacements, and refund processes to maintain satisfaction
* Embed upselling and conversion techniques across all support channels
* Collaborate with Marketing and Sales to improve the overall customer journey
* Leverage Zendesk analytics to monitor KPIs, resolve issues, and drive improvements
* Contribute to broader service innovation projects across EMEA
What you bring
* Proven experience in a supervisory customer service role within a premium consumer brand
* Strong track record managing multi-country, multilingual customer service teams
* Familiarity with CRM systems (Zendesk), ERP tools (SAP/Navision), and payment platforms
* Commercial mindset with experience supporting or leading customer conversions
* Fluent in English, French, and Dutch (spoken and written)
* Excellent communication, planning, and multitasking skills
* Analytical approach with confidence using service data to inform decisions
* Understanding of e-commerce and the D2C customer journey
Why join Weber?
You’ll join a passionate, collaborative team in a role that directly impacts customer experience and brand loyalty. You’ll have the freedom to improve processes, influence performance, and drive innovation – all while helping consumers enjoy life’s best moments around the grill.
? Location: UK (Reading)
? Equipment provided: Laptop, monitor, headset, full onboarding
Ready to lead with purpose? Apply now and bring your passion to Weber.
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