--- title: 'Customer Service Team Lead at Carwow' canonical: 'https://feeny.ai/job/customer-service-team-lead-carwow-porto-hs0a2524996h' type: 'job' last_seen: '2026-09-13' --- # Customer Service Team Lead at Carwow - **Company:** Carwow - **Location:** Porto, Portugal - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-09-11 - **Last confirmed live:** 2026-09-13 - **Apply:** https://jobs.ashbyhq.com/carwow/e69db53e-1232-4a3e-84bf-318cde7fc227 ## Job description ## OUR MISSION To become the car-changing destination of choice. By combining technology, media and deep automotive expertise, we've turned how people buy, sell, advertise and lease cars on its head. What started as a simple reviews site is now one of the largest online car-changing destinations in Europe. Last year alone we grew over 50% with nearly £3bn worth of cars bought on site, while £1.8bn of cars were listed for sale through our Sell My Car service. In 2024 we went big and acquired Autovia - creators of AutoExpress and Evo magazines - doubling our audience overnight. Together we now have one of the biggest [YouTube](https://www.youtube.com/carwow) channels in the world with almost 10m subscribers and over 1.1 billion annual views, while we sell 1.2 million print copies of our magazines and have an annual web content reach over 350 million. And we’re a long way from done! ## CUSTOMER SERVICE @ CARWOW Car-changing is a big deal, and we want to ensure everyone using Carwow has a WOW experience. When those inevitable questions or snags come up during the process, we want to ensure there's a friendly face ready to help. That's where our Customer Service team comes in. We are the first point of contact for our customers, providing exceptional support across various channels, including phone, email, messaging, chat and review platforms. We play a key role in guiding both users and dealers through their journey by solving problems and providing accurate information to achieve a great customer experience. ## YOUR MISSION As a Customer Service Team Lead, you will lead and support a team of Customer Service Agents by solving problems, improving how the team operates, and developing the training materials that keep it running well. You will split your time between formal people management and hands-on operational work whenever needed. ## KEY RESPONSIBILITIES ## Team Leadership - Lead and support Customer Service Agents, providing day-to-day guidance and coaching. - Deliver regular, direct feedback and close out issues raised by the team. - Run one-to-ones and people processes, supporting the team's development and representing their interests. - Hold team members accountable for performance, behaviour and adherence to operational standards. - Analyse team performance data and provide regular reporting on KPIs, SLAs, productivity and quality. - Identify underperformance early, creating action plans and following through. Individual Contribution & Problem-Solving - Step into the agent role when volumes or gaps require it, communicating with customers across phone, email, live chat and messaging. - Investigate and resolve unclear or escalated problems that require more context or judgement than a first-line resolution, including complex complaints. - Lead operational improvement projects that streamline the customer journey and the team's day-to-day work. Training & Process - Build and maintain training materials, updating them whenever processes or products change. - Deliver training and keep the team up to date on new processes and best practices. - Monitor quality through feedback, coaching sessions and quality checks, driving continuous improvement. Planning & Resource Management - Support workforce planning, including rota management, annual leave, absence cover and contingency planning during peak periods. - Efficiently manage workload and volumes, prioritising urgent requests and ensuring timely responses. Collaboration - Partner with our other Team Leader and with the Customer Operations Team to keep both teams aligned and share what's working across the group. - Act as a point of contact between the team and management, ensuring clear communication of priorities and updates. - Balance formal people management with individual contributor projects, prioritising based on what the team needs. - Share clear insights from customer feedback to help improve products and services. ## KEY REQUIREMENTS - Previous experience as a Team Leader, or in an equivalent formal people-management role, ideally within a contact centre or customer operations environment. - Experience running one-to-ones, delivering structured feedback and managing day-to-day people processes. - Ability to step into an agent's day-to-day work and understand what they're dealing with, not manage from a distance. - Experience of working in a contact centre environment, dealing with a high volume of inbound calls, emails and chats. - Excellent spoken and written English capabilities. - Initiative: when something's unclear or a problem has no obvious owner, you investigate it rather than waiting to be told. - A natural communicator and advocate for your team, representing their interests. - Ability to operate effectively as both a manager and an individual contributor, without losing momentum on either. - Carwow operates 7 days a week so you may be required to work any time between Mon-Sun 8am-8pm, including public holidays. Currently, our operating hours as a team are 9am-6pm, Mon-Sat, but this may change in the future. ## WHY THIS MIGHT NOT BE FOR YOU You'll join a team with deep operational knowledge, built by agents solving these problems every day. As a new joiner, you'll need to earn credibility and learn fast, while supporting your new team. This role suits people who build trust through action rather than easing in gradually. Carwow moves fast; we set ambitious goals and are always challenging ourselves to improve. We're a scaleup, so naturally, we're constantly unblocking obstacles and managing moving goalposts. This can also be uncomfortable for some people, so we'd rather flag it up front. ## INTERVIEW PROCESS - Introductory call with our Talent team - Step one: Interview with your hiring manager - Step two: Values interview ## WHAT’S IN IT FOR YOU - Hybrid working - Competitive salary to fund that dream holiday to Bali - Share options - when we thrive, so do you! - Private Healthcare, for peace of mind - Meal allowance card (8,32€ per working day) - Monthly coaching sessions with Spill - our mental wellbeing partner - Enhanced holiday package, plus bank holidays - 28 days annual leave - 1 day for your wedding - 1 day off when you move house - because moving's hard enough without work! - On your third year anniversary, you get 30 days of annual leave per year - On your tenth year anniversary, you get 35 days of annual leave per year - Option to buy 3 extra days of holiday per year - Work from abroad for a month (due to popular demand, this offer excludes the moon) - Inclusive parental, partner and shared parental leave, fertility treatment and pregnancy loss policies - The latest tech (Macbook or Surface) to power your gif-sending talents - Up to £500/€550 home office allowance for that massage chair you've been talking about - A generous learning and development budget to help you master your craft - Regular social events: tech lunches, coffee with the exec sessions, book clubs, social events/anything else you pester us for - Refer a friend, get paid. Repeat for infinite money - Lunch & learns and Carwow Classrooms with expert speakers who are here for a free lunch Diversity and inclusion is an integral part of our culture. We know that diverse teams are strong teams, so we welcome those with alternative identities, backgrounds, and experiences to apply for this position. We make recruiting decisions based on experience, skills and potential, so all our applicants are treated fairly and equally. ## About Carwow ## Company Overview - **One-liner**: Carwow is an online car-changing marketplace that connects consumers with trusted dealers to buy new cars and sell their old ones, supported by one of the world’s most popular motoring YouTube channels. - **Entity Type**: Private (last funding round $52M led by Bessemer Venture Partners) - **Headquarters**: London, United Kingdom - **Founded**: Not provided in search results - **Founders**: James Hind, Alexandra Margolis, David Santoro ## Core Business - **Primary industries**: Online automotive marketplace, car-buying and car-selling services, automotive media and content - **Target customers**: B2C (consumers buying or selling cars) and B2B (car dealers and partners) - **Mission or purpose**: “The car-changing marketplace for life-changing moments” and “give total car confidence” (carwow.co.uk) ## Products & Services - **Carwow Marketplace**: An online platform where consumers configure a new car and receive competitive offers from thousands of trusted dealers – no haggling and no fees (SaaS / marketplace). - **Sell My Car Service**: A service that lets consumers list their used car and get offers from dealers, arranging collection upon acceptance (service). - **Carwow YouTube Channel**: One of the largest car channels on YouTube with 5.8 million subscribers and over 63 million monthly views, featuring drag races, reviews, and automotive news (content / media). - **Autovia Group (acquired 2024)**: Print magazines, additional websites, and a portfolio of automotive brands that extend reach across Europe (media / publishing). ## Market Standing - **Valuation / Market Cap**: Not disclosed - **Key Metric**: Total funding of $52M (most recent round, led by Bessemer Venture Partners) - Gross Merchandise Value (GMV): nearly £3 billion worth of cars bought on the site in the last year; £1.8 billion in cars listed via Sell My Car - **Notable Investors / Partners**: Bessemer Venture Partners (early backer of LinkedIn and Shopify); also “industry-leading investors” (carwow.co.uk) - **Growth Signals**: - 50%+ year-over-year growth - 12 million active users with an “Excellent” Trustpilot rating - 500 employees and counting - Expanded to Germany, Spain, and Portugal - Acquisition of Autovia in 2024 (1.1 billion annual YouTube views, 1.2 million print copies sold, 100 million website visits/year) ## Competitive Advantages - **Massive organic content engine**: The Carwow YouTube channel is a top driver of brand awareness and trust, generating over 63 million monthly views and 9 million subscribers. - **Dual-sided marketplace**: Strong network effects between car buyers and dealers, with a reputation for transparency and “no haggling” model. - **Scale and cross-border reach**: Presence in UK, Germany, Spain, and Portugal plus the Autovia portfolio gives Carwow a European‑wide footprint that competitors struggle to match. - **Trust and customer satisfaction**: 12 million active users and an “Excellent” Trustpilot rating differentiate the brand from other car-buying services. ## Strategic Focus - Scaling the **Sell My Car service** in the UK and accelerating European operations. - Leveraging **AI and data** to drive product innovation and commercial growth (as highlighted by CTO Hizam Sahibudeen). - Continuing to grow and monetise the **Carwow content ecosystem** (YouTube, magazines) as a lead‑generation funnel. - Building a **people‑centric engineering culture** and investing in DEI initiatives to attract top tech talent. ## Why Work Here - Named one of the **Culture 100** – recognised as one of the world’s most progressive tech businesses for building a people‑focused environment. - **Benefits**: Share options, flexible working, £500/€550 home‑office budget, private medical insurance, generous learning and development budget, “Work from anywhere for 1 month” scheme, family‑friendly policies, mental health first aiders and coaching. - **DEI commitment**: Membership in BYP Network (Black Young Professionals), employee‑led Diversity Committees, bi‑annual DEI surveys, fundraising for charities. - **Engineering culture**: CTO-led focus on AI‑native practices and data‑driven decision‑making; engineering blog and data science blog available. - **Offices in London, Munich, Porto, and Winnersh** – hybrid and flexible working arrangements. ## Sources 1. [carwow.co.uk](https://www.carwow.co.uk/about-us?device=m) – About Carwow (company overview, funding, growth) 2. [carwow.co.uk](https://www.carwow.co.uk/jobs) – Careers page (perks, values, 500 employees, Culture 100) 3. [carwow.co.uk](https://www.carwow.co.uk/) – Homepage (product description, FAQ, how it works) 4. [carwow.co.uk](https://www.carwow.co.uk/team) – Team page (leadership, CTO focus on AI, founders) 5. [uk.linkedin.com](https://uk.linkedin.com/company/carwow) – LinkedIn (HQ location, company type, size) ## Other roles at Carwow - [Partnership Account Director](https://feeny.ai/job/partnership-account-director-carwow-united-kingdom-qw5nx2x0b44x) — United Kingdom - [Director of Product Design](https://feeny.ai/job/director-of-product-design-carwow-london-4nb2fm2z4081) — London, United Kingdom - [Outbound Sales Representative](https://feeny.ai/job/outbound-sales-representative-carwow-bournemouth-42y9dssgr8te) — Bournemouth, United Kingdom - [Sales Development Representative](https://feeny.ai/job/sales-development-representative-carwow-winnersh-rck05e6m34rm) — Winnersh, United Kingdom - [Customer Success Executive](https://feeny.ai/job/customer-success-executive-carwow-winnersh-qcwd4dqexprf) — Winnersh, United Kingdom - [Product Manager](https://feeny.ai/job/product-manager-carwow-london-6a9g0n4fb5m8) — London, United Kingdom - [Senior Data Scientist](https://feeny.ai/job/senior-data-scientist-carwow-london-egkehq4xn0af) — London, United Kingdom - [Staff Product Designer](https://feeny.ai/job/staff-product-designer-carwow-london-nmyc555hrtnc) — London, United Kingdom - [People Operations Specialist](https://feeny.ai/job/people-operations-specialist-carwow-london-gh597d36123e) — London, United Kingdom - [Sales Executive](https://feeny.ai/job/sales-executive-carwow-bournemouth-jyxyab27hz4r) — Bournemouth, United Kingdom