Senior Customer Service Agent

About us: Iconic brand, tiny company.

Polaroid was founded in 1937 by one of the most seminal innovators of the 20th century, Edwin Land. His motto was, “don't undertake a project unless it is manifestly important and nearly impossible.” In 2008, Polaroid shuttered its last factory, but a group of diehard fans came together as The Impossible Project to save instant film. Over 10 years later that startup acquired what was left of Polaroid and today we’re again a small group of people passionate about empowering creators to change the world in the name of Polaroid.

Job summary
We are looking for a dynamic and experienced Senior Customer Service Agent to support and lead our B2B Customer Service team. The successful candidate will drive operational excellence, mentor and support team members, and ensure seamless communication and execution across departments. This role combines hands-on work with leadership responsibilities and is ideal for someone ready to step into a strategic team-leading position in a B2B-focused environment.

Key responsibilities:

• Lead the B2B Customer Service team to consistently deliver excellent service to our B2B customers.

• Act as the first escalation point for complex customer issues and support team members in resolving them.

• Oversee and optimize day-to-day order management, shipment coordination, and issue resolution.

• Monitor team performance and quality of service; identify training needs and provide ongoing coaching.

• Collaborate closely with Supply Chain, Logistics, Sales, and Finance to ensure service alignment.

• Ensure accurate and timely processing of customer orders, returns, and billing.

• Work cross-functionally to improve tools, processes, and customer satisfaction.

• Own customer account setup and maintenance, including overseeing communication flows.

• Report regularly on key metrics, customer feedback, and service performance.

• Help implement and improve documentation, team procedures, and work instructions.

• Support onboarding and development of new team members.

• Stay informed about product knowledge, system updates, and market dynamics to keep the team aligned.

• Contribute to continuous improvement projects and process automation when relevant.

Qualifications & Skills:

• Minimum 3 years of experience in a B2B customer service role is a must, including at least 1 year of team or project leadership.

• Strong knowledge of working with major retailers (e.g. Amazon, Fnac) and B2B customers.

• Experience with EDI is a plus.

• Experience with ERP systems (Business Central preferred) and ticketing tools like Zendesk.

• Clear, confident communicator with strong organizational and decision-making skills.

• Proficient in English (spoken and written); additional languages such as French, German, or Spanish are a plus.

• Comfortable managing priorities in a fast-paced, cross-functional environment.

• Passion for customer satisfaction, with a continuous improvement mindset.

This is a key role for someone who enjoys leading people, solving challenges, and improving the customer experience in a B2B environment. You’ll be empowered to make decisions, develop the team, and strengthen Polaroid’s reputation with its professional customers.

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