Team Lead Customer Care

6 dni temu

Zielona Góra, Lubusz, Polska expondo GmbH Pełny etat 21 000 € - 42 000 € rocznie
Your mission

We're excited to open a new opportunity within our Customer Care team We are looking for a motivated and people-focused (Junior) Team Lead Customer Care who will support and guide our Level 1 team with a focus on the Shop sales channel.

In this role, you'll be the trusted go-to person for your team and play an essential part in shaping our daily operations. You'll work closely with the team, stay connected to the day-to-day work, and help create a positive, supportive environment where everyone can grow.

Although the main focus is on Shop operations, our environment is dynamic - responsibilities may shift depending on where your support is most needed across Customer Care.

Your scope of responsibilities will include:

  • serve as the main point of contact and provide supportive, empathetic leadership to your assigned team members.
  • hold disciplinary responsibility for your team, including development, feedback, and performance management.
  • build a high-performing and productive team, fostering motivation, collaboration, and continuous growth.
  • oversee and coordinate Shop Level 1 operations across all languages and contact channels - spanning pre-sales, sales, and after-sales.
  • participate hands-on in the daily business and lead by example.
  • ensure we meet SLA targets, maintain service quality, and drive excellent CSAT for our customers.
  • support your team's development through coaching, regular check-ins, training, and constructive feedback.
  • contribute to performance reviews, bonus analyses, and reporting.
  • Identify and implement process improvements to make work more efficient and enjoyable.
  • promote a positive, collaborative team culture with a strong customer-first mindset.
  • step into other Customer Care areas when needed, adapting to changing priorities.
Your profile

You are someone who:

  • has experience in Customer Support or a similar service-oriented field.
  • brings the right mindset and attitude — prior team lead experience is not required.
  • speaks English fluently,
  • enjoys supporting people, building trust, and fostering team motivation.
  • communicates clearly, openly, and confidently - and can guide a team effectively.
  • can keep a cool head, even in stressful moments or high-volume situations.
  • is well-organized and comfortable managing daily operations and priorities.
  • takes initiative, solves problems proactively, and brings a positive attitude.
  • is eager to improve processes and contribute to operational development.
  • stays flexible, adaptive, and upbeat when things shift.

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