Customer Service Team Leader

Location: Kraków
We work: Hybrid (3 days from office per week)
Contract of employment: Full-time
Salary range: 10 000–13 000 PLN gross
Start date: no later than June 1st, preferably ASAP
Recruitment process:Online 

About your future employer:

We are looking for an experienced Customer Service Team Leader to manage and support a team delivering high-quality customer support. In this role, you will combine leadership responsibilities with hands-on involvement in daily operations, ensuring smooth service delivery and strong team performance.

Customer Service Team Leader | Finance area 

Here are some of the things you can look forward to:

• Lead, motivate, and develop a team of customer service specialists

• Set clear goals and monitor performance based on KPIs and quality standards

• Provide regular feedback, coaching, and support employee development

• Plan shifts and allocate resources to ensure proper coverage

• Act as the main point of contact for complex or escalated cases

• Make decisions on issue resolution in line with company guidelines

• Ensure high service standards through quality checks and case reviews

• Work closely with internal teams to improve processes and customer experience

• Track and report team performance and key metrics

What we’re looking for:

• Degree in business, finance, or a related field

• Minimum 2 years of experience in customer service team leadership

• Background in finance or a related field, such as financial markets, fintech, banking, or other finance-related industries.

• Ability to give constructive feedback and manage performance

• Comfortable handling challenging situations and driving improvements

• Strong customer service mindset

• Experience working in a KPI-driven environment

• Ability to stay calm and solution-oriented in difficult situations

• Experience in improving processes and maintaining quality standards

• Good communication and collaboration skills

• Strong problem-solving and decision-making skills

• Comfortable using multiple systems and tools

• Fluent English (written and spoken)

Our Client has a lot to offer:

• Opportunity for professional development in an international environment and for increasing your abilities and skills in various areas;

• Great atmosphere and comfortable working conditions;

• Stable job and cooperation with friendly and high qualified team;

• Hybrid model of work, flexible working hours;

• Workation - for 20 days, you can work from anywhere in the world;

• 3 additional days off for celebrate your birthday and voluntary work; 

• Office located near city centre;

• Modern working environment (agile spaces, private quiet rooms and breakout areas);

• Competitive salary; 

• Annual and performance-related bonuses;

• Private medical cover for you and your family;

• Multikafeteria system;

• Life insurance;

• Unlimited access to learning platform; 

• High-standard IT equipment;

• Free parking; 

• Annual parties  and other social events.

Recruitment proces:

• Short interview with Antal Consultant

• Teams meeting with Hiring Manager

• Teams meeting with Head of the department 

• Employment

Why apply for an Antal job offer?

When your application is successful, you will be supported by a dedicated Consultant who will stay in regular contact with you (via email or phone), help you prepare for interviews with your future employer, and ensure a smooth and professional recruitment process.

About Antal

Antal is a leading recruitment and HR advisory company, present in Poland since 1996 and later expanded to the Czech Republic and Hungary. Across the CEE region, we employ around 150 professionals who deliver a full range of services – from specialist and executive recruitment, employee outsourcing and HR consulting, to employer branding and market research.

Our division-based structure combines deep industry expertise with functional specialisation, enabling us to provide tailored solutions for companies in every sector. We act as a trusted partner for both employers and candidates, sharing our knowledge and guiding them through every stage of the talent journey. We connect exceptional people with the right opportunities and help organisations build successful teams.