Customer Service Lead

Location: Warsaw, Poland — hybrid work model with possible onsite interviews at a hirify.global office

Company

hirify.global is a growing organization providing a stable environment for customer service operations.

What you will do

• Support the Customer Service Manager in the day-to-day management of customer service operations.
• Motivate, mentor, coach, and develop team members through regular one-on-one meetings.
• Monitor and improve performance against KPIs, SLAs, and quality standards.
• Support the resolution of complex customer cases and escalations.
• Collaborate with internal, corporate, and international teams on process improvements and system-related issues.
• Prepare reports, presentations, analyses, and recommendations for management.

Requirements

• At least 3 years of customer service experience and 1 year in a team leadership or supervisory role.
• Strong communication, organizational, leadership, and employee development skills.
• Ability to analyze data and make decisions using business metrics and performance indicators.
• Experience with CRM systems, preferably Salesforce or Service Cloud, and issue-tracking and collaboration tools such as Jira.
• Fluent English at a minimum B2 level is required for communication with international teams.
• Self-motivated, responsible, and results-oriented approach.

Culture & Benefits

• Stable full-time employment under an employment contract.
• Flexible hybrid working model.
• Private medical care and an employer-subsidized MultiSport card.
• Additional birthday day off and holiday allowance.
• Additional paid leave through the “10+ Leave” Program for employees with at least 10 years of total work experience.
• Work-Life Balance Fridays, training and professional development programs, and support from an experienced team.

Hiring process

• Interviews assess individual skills, experience, and communication style without AI tools or external prompts.
• Applicants may be required to attend interviews onsite at a hirify.global office.