The future of E-commerce customer service is being built right now. Come lead it.

AI is transforming how E-commerce brands handle customer service, and MakesYouLocal is at the front of that shift. We combine the best AI tools with the best people, so our clients get fast, smart, scalable support without losing the human touch that actually builds loyalty.

We're looking for a Team Lead who gets this. Someone who understands that AI handles the volume and your team handles everything that matters most.

What this role really is

This isn't a traditional customer service management job. It's a leadership role at the intersection of AI-powered operations and human expertise. You'll lead a team that works with cutting-edge tools daily, and your job is to make sure they use them brilliantly, while stepping in with real human judgement where it counts.

Your experience from the "old world" of E-commerce and customer service is exactly what we need. You know what great looks like. Now you'll help us build it, faster and smarter, with AI as the engine.

Your team

You'll lead two types of roles:

E-commerce Managers - client-facing, strategy and optimisation-focused

E-commerce assistants - working with AI tools for customer service, translations and back-office tasks

If you enjoy motivating people, ensuring quality, and still being close to the business and the clients, this role is for you 🚀

Your role – leadership with impact

• Lead and support your team with clear expectations, monthly 1:1s and continuous feedback

• Create a motivating environment where people grow alongside new technology

• Monitor team KPIs (quantitative and qualitative) and take action when needed

• Own the quality of the team's output both human and AI-assisted alike

• Act as escalation point for the complex situations where human judgement is critical

• Handle resource planning, keep the team right-sized as tools and workflows evolve

• Collaborate closely with Operations teams and other Team Leads

What we’re looking for

• Minimum 12 months in a team leadership or people management role

• Excellent English at C1/C2 level

• KPI-driven mindset, you analyse situations and act with confidence

• Comfortable working with and alongside AI tools, curious, not resistant

• Strong leadership skills, motivating, positive, and direct

• Skilled at giving constructive feedback that helps people grow

• Background in e-commerce, customer service or digital retail is a strong plus

We welcome applications from all nationalities and backgrounds.

What it’s like working with us

We take our work seriously, but not ourselves. You’ll join an international, informal and ambitious company where people support each other, share knowledge and celebrate wins.

You’ll work closely with colleagues across Copenhagen, Vilnius and Brno, and be part of a culture built on trust, ownership and collaboration.

This is not a “manage from a distance” role, you will be working out of our office in Copenhagen.

Work with the best AI tools in E-commerce customer service, before most companies even know they exist

• A front-row seat to how AI and human expertise combine to deliver real results

• Full training in our tools, methods and leadership approach

• Profit-sharing, your results matter, you share in them

• Career development: 1:1 sparring and personal development plans

• International team across Copenhagen,Vilnius and Brno

• Social Club: parties, game nights and good vibes

Ready to lead and grow with us?

Send us your application and CV – we’re excited to meet you.

About MakesYouLocal 🌍

Founded in Copenhagen in 2010, MakesYouLocal helps webshops expand into new markets and succeed once they’re there. We combine strategic guidance with local knowledge and hands-on support, enabling our clients to grow with confidence in new markets.

What makes us different? Our native teams 💬. With over 120 e-commerce experts based in Copenhagen, Vilnius, and Brno, we bring cultural insight, localisation skills, and customer service to the table, all in the local language. We’ve helped more than 400 webshops go cross-border, and we’re just getting started.

From the first strategic decisions to daily webshop management and customer service, we’re with our clients every step of the way – making international growth feel a little more local ✨

We value diversity 🙌

MakesYouLocal is proud to be an equal opportunity employer. We hire based on skills, potential and passion, no matter your background, gender identity, religion, age, or orientation. If you’re excited about this role but not sure if you tick every box, we’d still love to hear from you 💌