Customer Service Lead

Why we are here   
Tony’s Chocolonely is committed to ending exploitation in cocoa. We are an impact company that makes chocolate, not a chocolate company that makes impact. With incredibly tasty chocolate, we lead by example, demonstrating that ethical practices and success can go hand in hand. Through Tony's Open Chain (TOC), mission allies like Albert Heijn, Ben & Jerry's, Jokolade, and Aldi have embraced a fairer, more transparent supply chain for their chocolate too.  Our Choco Fan Care (CFC) team is the beating heart of Tony’s. Making sure every chocofan gets a speedy, caring and smile-inducing service. Whether they reach out for an order, brand question or a quality complaint, the team is ready to support via webshop, email, whatsapp or phone. We don’t just solve problems; we turn customers into lifelong fans and fans into proud ambassadors.

  
What you will do   

As our Customer Service Lead Benelux, you’ll take ownership of leading and developing the team (3 fixed + 2 flex) that makes every chocofan feel valued. You’ll provide clear direction, coach team members in their growth and ensure that everyone is aligned and motivated. You’ll oversee daily operations, safeguarding service levels and fan satisfaction, while also being ready to roll up your sleeves and step into the front line during peak seasons. Over the past year, we’ve successfully automated and streamlined many of our processes, which means the team now works faster and more efficiently. Your role is to build on that foundation by ensuring stability, driving improvements and fostering a motivated, high-performing team.

Beyond the day-to-day, you support our global CFC lead in shaping the long-term direction of CFC. You’ll implement our new CRM system (HubSpot), streamline processes to make support scalable, and collaborate with Marketing on loyalty initiatives that drive impact and deepen brand love. Over time, you’ll bring a stronger commercial lens to the team by spotting opportunities in e-commerce, identifying fan needs, and sharing insights with the wider business. In short, you’ll ensure that CFC is not only delivering excellent service but also driving engagement, growth, and impact. All while nurturing and empowering the people in your team.

 All wrapped up, you're responsible for  

• Service excellence: consistently outstanding experiences for every fan interaction.

• Operational excellence: scalable, efficient processes that keep things running smoothly.

• Strategic alignment: translate Tony’s big ambitions into actionable team plans.

• People leadership: inspire, coach and grow a motivated, high-performing team.

• Commercial mindset: connect fan care to e-commerce opportunities and business growth.

Our new flavor

We’re looking for a people-focused leader who gets energy from developing talent and making fans smile. Someone who can bring structure and clarity, but also understands the human side of leadership and the commercial impact of fan care. We’d love to see:

• Proven background in customer service or customer experience.

• Strong leadership experience, with a track record of people management.

• Experience with CRM systems, ideally HubSpot.

• Strong copywriting skills (for macros and fan comms).

• Fluency in Dutch and strong working proficiency in English

• HBO-level (Bachelor) education or equivalent.

• Process-driven, commercially aware and people-minded.

Our benefits (the icing on the cake)  

At Tony’s you’ll get the opportunity to be part of something extraordinary; first and foremost, by making a real impact in the world, but also by enjoying the great benefits we provide as you help us succeed. We’re dedicated to enabling all Tonys to grow and develop their careers, which is why we offer training programs, regular feedback cycles, coaching and a generous learning & development budget.

We also make sure the basics are sweet: a yearly salary between €47,000 and €59,000 (including 8% holiday pay), a bonus scheme, pension plan and a minimum of 28 holidays. On top of that, you can look forward to a luxurious vegetarian lunch, inspirational team updates, unforgettable events and, of course, unlimited Tony’s chocolate.

Sounds like you?   

Are you passionate about making a difference in the world? Look no further! If you're ready to take the chocolate industry to new heights with us, we'd love to hear from you! Please send your direct application, no agencies. We can't wait to hear from you! 

At Tony's we are convinced that diversity of thought, background and perspectives will make us stronger (...just like the different flavors of our chocolate assortment). Our mission is founded on principles of equity and justice, and we are actively seeking candidates who bring new perspectives and life experiences, especially from underrepresented groups. We look forward to your application!