About the role
As the Team Lead for our new Poland-based Customer Support Team, you will build, coach, and manage a hybrid team focused on high-quality customer outcomes, operational excellence, and measurable automation impact. You set the quality bar, ensure SLA adherence, and partner with global stakeholders to drive consistency and continuous improvement.
What you'll own
hire, onboard, and coach a hybrid team of Support and Automation Agents; run quality reviews and coaching sessions
own ticket quality, SLA adherence, backlog health, and escalation handling; ensure clean processes and documentation
prioritize and deliver automation opportunities with tangible impact on avoidable tickets and time-to-resolution
provide clear reporting and insights to global leadership; align processes across regions and maintain stakeholder trust
foster a customer focused culture with operational discipline, ownership, and growth
4–7 years in customer support/service operations, including 2+ years in team leadership
proven record improving customer experience and operational metrics; proficient stakeholder management in English
strong coaching skills; ability to set expectations, give practical feedback, and build talent
data-driven mindset with comfort prioritizing automation while protecting customer empathy
familiarity with support platforms, queues, SLAs, and basic BI reporting