123pracovat

Pracovní nabídka

Role Description:

We are looking for a Customer Care Team Leader to join our Czech Customer Care team. In this role, you’ll lead, coach, and inspire a team of specialists to deliver an exceptional customer experience every day. You’ll be responsible for driving team performance, optimizing processes, and ensuring smooth daily operations within a fast-paced, customer-focused environment.

Main responsibilities:

• Lead, coach, and develop a team of approximately 10 Customer Care Specialists.
• Plan and manage shifts and resources to ensure top-notch customer experience and SLA achievement.
• Set clear performance standards and goals; track results and drive continuous improvement.
• Analyze team performance and identify opportunities for optimization or upskilling.
• Collaborate closely with other departments (Product, Operations, Risk, etc.) to improve processes and resolve issues efficiently.
• Take ownership of the full team lifecycle - from recruitment and onboarding to development, engagement, and performance reviews.

What we offer:

• 30 days of vacation plus 4 “Whatever Days” - take them whenever you need a break!
• Healthy lifestyle support - we offer a subsidized MultiSport card and plenty of office perks like fresh fruits, great coffee, chai latte, regular team events, etc.
• Discounted mobile plan and Twisto Premium, meal allowance.
• Hybrid work flexibility - we have an office in Karlin, but you can work from home occasionally as well.
• A friendly and informal atmosphere - we all know each other, skip unnecessary formalities (no clocking in), and yes, we’re a dog-friendly office.

Requirements:

• Secondary education with GCSE or higher.
• At least 1 year of experience leading a customer care or operations team (5+ members).
• Proven track record in improving customer satisfaction and team performance.
• Strong understanding of customer service operations, process improvement, and quality management.
• Excellent analytical and problem-solving skills, with sound decision-making.
• Strong communication, influencing, and negotiation abilities - both with team members and stakeholders.
• A proactive, adaptable mindset and openness to change in a dynamic environment.
• Languages: Czech (C1) and English (B2) or higher.