Team Leader, Customer Experience – Maďarský trh

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

📋 Description

• Leading and developing the CX team

• Regular coaching, providing feedback, and setting clear priorities for the team focused on the Hungarian market

• You will mentor specialists and ensure the entire team works cohesively

• Management of quality and customer satisfaction

• Monitoring key CX metrics (NPS, CSAT, FCR) and continuously improving our care standards

• Optimization of the customer journey

• Identifying pain points in processes and proposing solutions that simplify life for both customers and partners

• HR and recruitment: You will play a key role in selecting new talents for the team and ensuring a smooth onboarding process

• Voice of the customer within the company

⛳️ Requirements

• Language proficiency: Hungarian at a native level or C1 (for daily communication with the market) and English at B2 level or higher

• Leadership in CX: Proven experience in leading people, ideally directly from the Customer Experience, customer care, or account management fields

• Data-driven and analytical approach: Metrics such as NPS, CSAT, CES, or AHT are fundamental decision-making tools for you, not just empty acronyms

• Customer empathy and communication: Excellent communication skills, ability to listen, and resolve even complex situations with calmness and a human touch

• Proactivity and drive: A desire to constantly push things forward, break stereotypes, and introduce innovations in CX

• Organizational talent: Ability to plan effectively, manage multitasking, and an attention to detail that creates exceptional customer experiences

🏝️ Benefits

• Enjoy up to 29 days of vacation per year (20 days of holiday, 5 additional relaxation days, 3 sick days, and a Volunteer Day)

• You will receive meal vouchers worth 4.74 euros, which can be used in a wide network of restaurants and stores

• We care about our employees' health, so you have the opportunity to obtain a Multisport card at a discounted price and stay fit