Customer Support Team Leader – m/f/d

This is a fully remote position, open to applicants in Poland.

📋 Description

• Team Leadership & Development: Establish objectives, track key performance indicators (KPIs), manage daily operations, and continually enhance the skills and motivation of team members.

• Quality Assurance & Support: Guarantee that work standards are upheld through regular monitoring of contacts, auditing task accuracy, and assisting the team with resolving intricate customer issues.

• Reporting & Analytics: Evaluate team performance, prepare presentations of results, and report on metrics, team status, and morale to senior management.

• Process & Technology Improvement: Assess and enhance Customer Support processes, collaborate with Product Support, and propose technical solutions to foster innovation.

• Key Account Revenue: Create customized solutions to optimize revenue and retention from valuable clients.

• Product Feedback: Detect system discrepancies (Booksy Biz/Booksy for Clients) and report them in accordance with established procedures.

⛳️ Requirements

• At least 3 years of experience in inbound customer service.

• A minimum of 2 years of experience in managing teams.

• Knowledge of customer service metrics and tools.

• Capability to work independently and handle challenges effectively.

• Fluency in both Polish and English at C1 level.

🏝️ Benefits

• Fully remote position - We take pride in being a globally distributed team;

• Private medical care from Allianz health (subsidized by Booksy);

• Life insurance from Uniqua (covered by Booksy, employee cost - 1 PLN);

• Multisport card (voluntary and unsubsidized, diverse packages to choose from);

• Online consultations with Psychologist Booksy (fully subsidized by the company);

• Access to English online language training (Speexx);

• Employee wellbeing platform: Worksmile (employees can redeem shopping vouchers);

• Additional life insurance from PZU (unsubsidized, voluntary);

• Happiness Team initiatives.