Customer Care Team Leader (Education)

TL;DR

Customer Care Team Leader (Education): Managing the integrated customer service department for Macmillan Polska with an accent on operational management and process improvement. Focus on leading the CS team, optimizing service delivery workflows, and ensuring high-quality customer interactions across educational platforms.

Location: Hybrid (Warsaw, Poland)

Company

hirify.global is a leading global publisher of research and educational content, operating well-known brands like Macmillan Education to support lifelong learning.

What you will do

• Manage the Customer Service team, including daily supervision, workload planning, and staff development.
• Drive process improvements and co-create customer service strategies to increase efficiency and satisfaction.
• Coordinate school visits, manage educator databases, and handle outreach to school secretariats.
• Oversee the fulfillment and tracking of sample books, complimentary materials, and prizes.
• Administer teacher access to the Staffroom.pl and MEE platforms.
• Monitor and report on service quality using CRM systems and data analysis tools.

Requirements

• Proven experience managing a customer service team in a fast-paced environment.
• Ability to recruit, onboard, motivate, and coach team members.
• Strong organizational skills to manage multiple deadlines and seasonal priorities.
• Experience collaborating across departments such as Sales, Logistics, Marketing, and IT.
• Proficiency in data analysis to interpret service metrics and prepare reports.
• Must be based in or be able to work from Warsaw, Poland to support the hybrid model.

Nice to have

• Experience in educational publishing and understanding of the Polish school market.

Culture & Benefits

• Permanent full-time employment within a world-leading publishing group.
• Hybrid working model providing flexibility between home and office.
• Inclusive environment committed to diversity, equity, and accessibility.