Team lead (Sourcing Experience)

Lead a team, improve processes, and make a real impact on how our business operates!

Join Foxway and take ownership of a team that supports our commercial business through efficient processes, technical solutions, and excellent internal customer service.

About the Role:
As our Team Lead – Sourcing Experience, you will lead a team of 7 specialists who report directly to you and provide operational and technical support to our commercial teams.

This role combines people leadership, hands-on problem-solving, and continuous improvement. You will oversee daily operations, coach and develop your team, and strengthen collaboration between Sourcing Solutions and Support.

We are looking for someone who can see beyond individual support requests. You will analyse recurring issues, identify root causes, and turn insights into improvements that prevent problems and create more efficient ways of working.

You will also stay close to daily operations, stepping in to resolve tickets and technical challenges whenever needed.

What you will do:

• Lead and develop your team – Manage, coach, and motivate 7 direct reports, ensuring clear priorities, accountability, and high performance.

• Oversee daily operations – Ensure timely and effective handling of support requests, stepping in to troubleshoot and resolve tickets when needed.

• Improve processes – Develop and implement efficient workflows that strengthen service quality and operational performance.

• Turn data into action – Analyse support requests, identify recurring issues and root causes, and proactively prevent problems.

• Strengthen collaboration – Bring Sourcing Solutions and Support closer together to ensure seamless service for our commercial teams.

• Support technical solutions – Oversee system configurations, integrations, and troubleshooting, working with internal teams and external vendors to ensure tools function effectively.

• Optimise support tools – Improve ticket management workflows, routing, automations, and reporting.

• Track performance – Monitor KPIs and use insights to continuously improve team performance and service quality.

We believe you have

• At least 3 years of experience in customer support, technical support, or a similar operational environment.

• At least 1 year of experience leading a team or acting in a team lead capacity.

• Strong people leadership skills and the ability to motivate, coach, and develop others.

• A hands-on mindset and willingness to support daily operations alongside your team.

• Good technical understanding of APIs, integrations, system configurations, and troubleshooting.

• Practical experience with Zendesk or a similar ticketing system, including workflows, automations, and reporting. Zendesk administration experience is an advantage.

• Strong analytical skills and experience using KPIs and data to drive improvements.

• Ability to develop, document, and improve processes.

• Fluent English, both written and spoken. Estonian is an advantage.

To succeed in this role

• You lead by example. You take ownership, support your team, and are comfortable getting involved in daily operations.

• You are analytical and proactive. You identify patterns, understand root causes, and prevent recurring issues.

• You bring structure to complexity. You turn challenges into clear processes and practical solutions.

• You combine technical understanding with business awareness. You understand how systems and processes affect internal customers.

• You are a strong collaborator. You build relationships across teams and encourage cooperation.

Work Conditions

• Full-time position based in Tartu, Estonia.

Why Join Foxway?

• Make a real impact – Lead a team that plays an important role in supporting our commercial operations.

• Shape the way we work – Take ownership of processes and drive meaningful improvements.

• Lead and develop people – Build a high-performing team and help your colleagues grow.

• International environment – Collaborate with colleagues across countries and functions.

• Purpose-driven company – Help extend the lifecycle of technology and reduce electronic waste.

Help us make a difference! 

We are reviewing applications on an ongoing basis, so if this sounds like the next step in your career, apply quickly!

How does Foxway operate?

Foxway is a fast-growing and dynamic organization with an international team of nearly 1,200 people, including close to 600 colleagues in Estonia. We operate across multiple countries, with key hubs across Europe.

Our mission is to make sustainable technology accessible to everyone. Through Foxway Recommerce Mobiles, we give smart devices a second life, helping to reduce environmental impact and support a more circular future.

By joining us, you become part of a purpose-driven, international team that is shaping the future of sustainable workplaces and circular technology.