Customer Service Lead

TL;DR

Customer Service Lead: Supporting the management of customer service operations and driving team performance with an accent on KPI monitoring, coaching, and process improvement. Focus on fostering employee growth, handling complex escalations, and collaborating with international teams to enhance customer experience.

Location: Must be based in Warsaw, Poland (Hybrid work model).

Company

A global provider of professional information, software solutions, and services for clinicians, accountants, lawyers, and tax, finance, and audit professionals.

What you will do

• Support the Customer Service Manager in daily operations and team management.
• Motivate, mentor, and develop team members through regular coaching and one-on-one meetings.
• Monitor and drive performance against KPIs, SLAs, and quality standards.
• Handle complex customer cases and escalations.
• Collaborate with internal departments and international teams to resolve system issues and improve processes.
• Prepare reports, analyses, and recommendations for management.

Requirements

• Minimum 3 years of experience in Customer Service.
• At least 1 year of experience in a team leadership or supervisory role.
• Fluent English (minimum B2 level).
• Strong communication, organizational, and leadership skills.
• Experience with CRM systems (Salesforce/Service Cloud) and issue tracking tools (Jira).
• Ability to analyze data and make decisions based on business metrics.

Culture & Benefits

• Stable full-time employment contract.
• Flexible hybrid working model.
• Private medical care and MultiSport card.
• Additional day off on your birthday and holiday allowance.
• 10+ Leave Program for experienced employees.
• Work-Life Balance Fridays with early finish.

Hiring process

• Interviews are conducted without the assistance of AI tools or external prompts.
• Candidates may be required to appear onsite at a hirify.global office.