Supervisor, Rex EMEA
Netherlands, Amsterdam
Sales – Customer Service /
Hybrid
Who We Are:
At Brooks, we believe movement is the key to feeling more alive. That’s why we’re driven to create gear and experiences that take people to the place that makes them feel more alive - whether it’s a headspace, a feeling, or a finish line.
Everyone who works at Brooks is propelled by a company culture that sparks excitement, fuels collaboration, inspires creativity, and ignites innovation.
Our brand values help bond us together and drive our success:
• Runner First: We act in the best interest of the runner
• Word is Bond: We do what we say we’ll do
• Champion Heart: We give our all in everything we do
•There is no “I” in Run: We stay generous with our humanity
• Keep Moving: We find ways to move every day because joy is kinetic!
We welcome everyone from every walk of life looking to inspire others through the power of movement - because we’re all moving towards something. Let’s run there
Your Job:
At Brooks, we’re passionate about delivering exceptional experiences that go beyond customer service—we aim to build meaningful connections. Our Runner Experience team (REx) is central to our commitment to creating seamless, omnichannel interactions that reflect our values of collaboration, innovation, and integrity. We believe that customer voices drive growth, and we’re on a mission to translate every touchpoint into a lasting impression.
As the Supervisor, Runner Experience (REx), you lead the EMEA Runner Experience team (English and French speaking) and work with the Customer Service Manager EMEA to ensure best in class customer service for our consumers (B2C). You are responsible for upholding the established standards of customer service excellence set by the Brooks EMEA team’ whilst always looking for opportunities to improve.
You supervise and coach customer service representatives and work cross-functionally with departments such as 3PL, Logistics and eCommerce.
Your Responsibilities:
- Team Leadership and Development
- Supervise the daily activities of a multilingual team of Runner (customer) Experience representatives, the Runner Experience team (REx) by managing workflows and coaching individuals to meet service level expectations.
- Collaborate with the Manager, Runner Experience and HR on hiring, performance management, and team development.
- Lead regular coaching sessions, structured 1:1s, and performance reviews to ensure engagement, career development, and skills progression.
- Set clear goals and provide feedback to elevate service quality and maintain high employee satisfaction and retention.
- Champion a collaborative and inclusive team environment, fostering ownership and growth mindset.
- Lead regular calibration sessions to provide feedback to agents, align on quality standards, and ensure consistent delivery of best-in-class customer service.
- Deliver training to new team members and lead upskilling efforts, leveraging and tailoring materials provided by the Training team.
- Serve as a backup for your peer (Supervisor, Runner Experience & Systems Specialist DACH).
- Oversee omnichannel support queues (Zendesk email, chat, phone, social, website reviews) to ensure consistent and timely responses.
- Measure and improve team performance based on KPIs and SLAs. Create reports to drive improvements and inform leadership decisions.
- Analyze team metrics and customer trends to create impactful reports that inform leadership and support strategic decision-making.
- Lead by example in resolving escalated customer interactions with empathy, professionalism, and a solution-oriented mindset.
- Be a subject matter expert across systems used by the REx team (OMS, M3 Infor, Cybersource, Klarna, PayPal, Procedure Flow).
- Manage Zendesk backend (IVR flows, macros, triggers, help center content and translations: ES, IT, FR, DE, NL).
- Proactively monitor delayed or stuck orders; collaborate with IT, Logistics, and 3PL teams to troubleshoot and resolve.
- Investigate and escalate suspicious order activity to proactively prevent fraudulent transactions.
- Identify inefficiencies in workflows or customer journeys; propose and implement scalable improvements.
- Represent the Voice of the Customer by sharing insights from surveys, contact reasons, product reviews, and website feedback to guide customer-driven decision making.
- Maintain and update Standard Operating Procedures (SOPs) and ensure documentation is easily accessible via the knowledge platform Procedure Flow.
- Troubleshoot system issues and work with IT to escalate bugs or incidents affecting service delivery.
- Lead User Acceptance Testing (UAT) for all customer-impacting changes to ensure new features, systems, or processes meet quality standards before release.
Daily Operations and Queue Management
Systems and Order Management
Process Improvement & Cross-Functional Collaboration/Projects
Your Qualifications:
- Bachelor’s degree or equivalent experience required.
- 2+ years’ customer service experience preferred,
- 1+ years’ of leading a team in a service environment preferred.
- Proficiency in English
- Unwavering demonstration of Brooks’ corporate values: Runner First, Word is Bond, Champion Heart, There is no “I” in Run, and Keep Moving!
- Experience with tools such as Zendesk, Salesforce, OMS, M3 Infor, preferred.
- Experience with identifying inefficiencies and driving improvements through process redesign or automation.
- Analytical mindset with the ability to interpret data and deliver actionable insights.
- Skilled at managing change, motivating teams, and building cross-functional relationships.
- Strong organizational skills and attention to detail
- Ability to remain calm and effective in high-pressure situations.
- Passion for creating exceptional customer experiences and developing high-performing teams.
