Customer Service Team Lead

This is an exciting opportunity to lead a diverse European team and make a meaningful impact on the customer experience. You'll have the autonomy to shape processes, develop talent, and contribute to a culture of excellence while working in a collaborative and international environment. As a Customer Service Team Leader, you will lead and develop a high-performing, multilingual Customer Service team supporting customers across Europe. You will play a key role in delivering an outstanding customer experience while driving operational excellence, team engagement, and continuous improvement.

What will you do?

• Leading, coaching, and developing a team of Customer Service Executives to achieve strong performance and career growth.
• Driving customer satisfaction, service quality, productivity, and operational KPIs.
• Managing day-to-day service operations and ensuring workloads are effectively balanced across the team.
• Acting as an escalation point for complex customer issues and supporting timely resolution.
• Monitoring performance metrics and implementing actions to improve service levels.
• Ensuring compliance with company policies, processes, and service standards.
• Collaborating closely with Sales, Supply Chain, Finance, and other internal stakeholders to deliver a seamless customer experience.
• Supporting process improvements and transformation initiatives that increase efficiency and customer satisfaction.
• Identifying training and development opportunities to build team capability.
• Creating a positive, inclusive, and accountable team culture focused on customer success.

Who are we looking for?

We are looking for an inspiring people leader who combines a passion for customer service with strong operational and leadership skills.

You will bring:

• Previous experience leading customer service, contact centre, shared services, or operations teams.
• A proven ability to manage performance through KPIs and service metrics.
• Strong coaching, mentoring, and people development skills.
• Excellent communication and stakeholder management capabilities.
• Strong problem-solving skills and the confidence to make informed decisions.
• The ability to work effectively in a fast-paced, customer-focused environment.
• Experience working across multiple countries, cultures, or languages is highly desirable.
• Fluency in English; additional European languages are an advantage - ideally French.
• A continuous improvement mindset and a passion for driving positive change.

What We Offer:

• Attractive base salary with an annual bonus opportunity.
• Comprehensive benefits package, including: 3 days of paid volunteering leave each year. 2 additional annual leave days after completing a full calendar year with the company. Financial bonus to support a two-week holiday break.
• LuxMed private medical insurance.
• Multisport Card.
• Transportation allowance of 110 PLN net per month .
• Employee Capital Plan (PPK).
• Employee Investment Plan.
• A supportive and collaborative international environment where you can grow your career and make a real impact.
• Opportunities for professional development, leadership growth, and continuous learning.
• The chance to lead a diverse European team and contribute to delivering an exceptional customer experience across the region.