123pracovat

Pracovní nabídka

Job description

The Customer Service Lead will collaborate closely with the Director of Customer Service Excellence to establish and oversee the entire Customer Care organization, which operates in a decentralized structure across local markets. The primary objective is to unify and standardize processes across all entities, ensuring team coordination to drive effectiveness, scalability, and optimized operational efficiency. As we move toward the implementation of a new ticketing system, the new role will actively contribute to workflow design, the definition of measurable KPIs, and the development of end-to-end reporting.

Job requirements

• Proven leadership experience in managing and transforming customer service at regional or international level.
• Strong track record of service design and process standardization (SLAs, KPIs, workflows, reporting).
• Experience with project management.
• Familiarity with customer service technologies (ticketing, CRM, automation); hands-on experience in system rollouts is an advantage.
• Skilled in change management: aligning stakeholders, influencing at senior level, and driving adoption across multiple countries.
• Analytical and data-driven, able to turn reporting into actionable insights.
• Excellent communication skills, with the ability to inspire and lead diverse teams.
• Fluent English (additional European languages are an advantage).

Job responsibilities

• The Customer Service Lead will participate on building a best-in-class Customer Service function.
• Lead the transformation of Customer Service by unifying fragmented structures into one standardized model.
• Oversee the system rollout in collaboration with the project team to ensure successful implementation of the new ticketing system.
• Define and implement standards by designing workflows and ensuring consistent quality of service.
• Lead projects in customer support area.
• Facilitate cross-functional collaboration, resolve escalations, and remove obstacles to ensure successful project delivery.
• Coordinate local customer support teams by aligning and supporting local customer care team leaders, creating a collaborative and unified approach.
• Establish reporting and insights by designing and overseeing reporting processes to track performance, identify and drive improvement activities.
• Define and implement Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to guarantee full transparency, visibility, and alignment across all support teams.
• Act as the driver of change by serving as the bridge between local operations, central functions and leadership (e.g. country managers) to secure buy-in and sustainable adoption.
• Lead the identification, evaluation, and implementation of new tools and technologies for the customer support teams.
• Conduct testing and pilot programs for new solutions, providing feedback and recommendations for improvement.
• Participate on the development and ongoing maintenance of a comprehensive, centralized knowledge base that serves as a unified resource for both technical and customer-facing teams.
• Lead the implementation of AI-powered chatbots to assist with initial customer inquiries, incident resolutions, and FAQs.

Job benefits

We care about your well-being and professional growth. Here’s what we offer to make your experience with us truly rewarding:

Work-Life Balance: Enjoy flexible hours, the option to work from home, 5 extra vacation days beyond the legal minimum, 3 health days, additional leave for significant life events, an extra day off to celebrate our company’s anniversary, and sick leave compensation.

Benefits Package: Take advantage of up to 1150€ in flexible benefits (Benefit Plus) that you can use for things like technology, sports, travel, health services, or even pension contributions. Plus, get a Multi-sport card for wellness and fitness activities.

Rewards & Development: Earn up to 1000€ for referring a new colleague, access over 5,000 courses, join online language lessons, and enjoy performance-based bonuses. You’ll also have a personal budget to choose courses or conferences that help you grow professionally.

Supportive Environment: Take a day off to volunteer, use our free anonymous psychological counseling service, and enjoy access to our company’s products.

Modern Workplace: Work in a comfortable office with ergonomic furniture, a sunny summer terrace, and plenty of perks like free coffee, tea, and breakfast cereals every day. Our office is pet- and kid-friendly and has no dress code. You also have the option of parking in the building.

Community & Well-Being: Join in on philanthropy projects, where you can support a charity or non-profit organization of your choice with company-matched donations. Have fun at our team-building events, hackathons, Christmas parties, or summer celebrations.

We’re committed to creating a workplace where everyone feels welcome, with fair recruitment practices that offer opportunities to all.