Customer Care Team Lead (German/French Speaker)

TL;DR

Customer Care Team Lead (Customer Support): Leading and developing a team of Customer Care Specialists, ensuring high service standards and improving customer experience. Focus on solving complex cases, analyzing customer insights, and building scalable processes across the customer journey.

Location: Must be able to work from our Warsaw office 3 days a week

Company

hirify.global is a Warsaw-based company founded in 2015, redefining furniture design and shopping through bespoke, technology-driven solutions, balancing cutting-edge technology, premium craftsmanship, and sustainable production.

What you will do

• Lead and support Customer Care Specialists in reaching their goals and development.
• Monitor and maintain service levels (SLA) and customer satisfaction (CSAT), analyzing KPIs for improvement.
• Support the team in handling the most challenging customer issues and create problem-solving procedures.
• Identify inefficiencies, propose solutions, and coordinate their implementation to enhance customer experience.
• Track customer experience metrics, analyze trends, and share insights to support business goals.
• Create and maintain internal documentation, FAQ articles, and knowledge-base content.

Requirements

• 2+ years of experience as a leader of a customer care/customer support team, including guiding teams and handling complex cases.
• Excellent problem-solving and communication skills.
• Strong organisational abilities and attention to detail.
• Empathy, positive attitude, and a proactive approach.
• Multilingual proficiency: Fluent in English, Polish, and German or French (all at C1 level or higher).
• Ability to work in our Warsaw office 3 days a week.

Nice to have

• Experience in e-commerce.
• Experience working with cross-functional teams or external partners (BPO).

Culture & Benefits

• One bonus day off every month (in addition to regular days off).
• Comprehensive healthcare.
• Multisport card.
• Generous discount on all hirify.global products.
• Dog-friendly office.

Hiring process

• Video call with HR and/or Hiring Manager.
• Task or case study.
• Meeting with C-level and Founder.