Customer Support Team Leader
New
B
BooksyCustomer Support
PolandFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Polish and English at C1 level
- Experience
- Minimum 3 years of experience in inbound customer service and 2 years of experience in team management.
- Required Skills
- Account ManagementQuality AssuranceProcess improvementCustomer support
Requirements
- Minimum 3 years of experience in inbound customer service.
- Minimum 2 years of experience in team management.
- Proficiency in Polish and English at C1 level.
- Familiarity with customer service metrics and performance tools.
- Ability to work independently and manage complex challenges.
- Strong analytical skills for reporting and process improvement.
Responsibilities
- Set goals, monitor KPIs, organize daily workflows, and upskill team members.
- Ensure quality standards through call/chat monitoring and auditing task accuracy.
- Assist the team in resolving complex or escalated customer issues.
- Analyze performance data and present reports on metrics and team morale to management.
- Review and improve support processes, collaborating with Product Support teams.
- Develop solutions to maximize revenue and retention for high-value clients.
- Identify and report product irregularities within Booksy Biz and Booksy for Clients.
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