Team Leader - Service Team

We're looking for someone from our team who wants to take the next step in their career and lead people in the Customer Service department at edrone!

🌍 Our Mission – This Is Why We Come to Work

Empower small e-Commerces to compete with giants

We give small and medium-sized e-commerce businesses the tools they need to compete with the biggest players on the market. Customer Support/Service is the heart of this mission – because a client who receives top-level support has a real chance of winning against the giants. As a Team Leader, you stand on the side of our clients every single day – and it is your team that decides whether small players feel strong.

About the Role

As Team Leader of Customer Support/Service, you will first and foremost be a leader of a team of 8–12 people – people will be at the center of your work. Your three pillars are:

• 👥 People management – motivation, development, engagement, results

• ⭐ Extraordinary service – not "good," not "sufficient," but the kind that clients tell others about

• 🤖 Implementing AI in the team – building the team of the future, one that uses AI as an everyday working tool

Your Scope of Responsibilities

👥 People Management – Your Priority #1

• Leading a team of 8–12 people (support lines I, II, III) – you are their leader, mentor, and point of support

• Motivating the team and building engagement day by day

• Setting individual and team goals and monitoring their achievement

• Professional development of team members – 1:1s, feedback, development plans, coaching

• Building a team culture based on accountability, collaboration, and effectiveness

• Recruitment, onboarding, and performance management – spotting talent, handling difficult conversations

⭐ EXTRAORDINARY SERVICE – Our Standard, Not Our Goal

• You ensure that every edrone client feels they are in the best hands – whether it's a small shop or a growing brand

• You raise the quality bar – you don't settle for "minimum" SLA, you look for ways to delight the client, not just serve them

• You react to every signal of quality drop – before the client feels it

• You monitor quality indicators: CSAT, CES, FRT, RT, Resolution Rate

• You update materials and the knowledge base – so that the team has something to fight with

• You escalate and diagnose complex incidents – you don't pass the ball, you take responsibility

🤖 IMPLEMENTING AI IN THE TEAM – You Build the Customer Support of the Future

• You develop AI tools in Customer Support processes – this is one of the key areas of your role

• You test and implement new AI solutions: response automation, ticket categorization, knowledge assistants, AI for CSAT analysis and incident diagnosis

• You educate and "infect" the team with AI – you create a team in which every agent uses AI as a natural work tool

• You measure the effects – you show how much time and quality AI actually adds to the team's work

• You are an AI fan – you see AI as a lever, not a threat

🎫 Ticket Management

• Handling tickets from Poland (80%) and Europe (20%)

• Prioritizing tickets, cooperating with the IT department, ensuring fast response times

🔧 Process Optimization

• Implementing new tools, optimizing procedures, testing new solutions

• Gathering client feedback, managing tests of new features, implementing best practices

🤝 Cross-Department Collaboration

• Collaboration with IT and Customer Service teams in Poland and Brazil

• Regular reporting on activities and results

Who We Are Looking For

🎯 Our THREE Key Expectations

1️⃣ PEOPLE MANAGEMENT SKILLS

• You like working with people and it shows – you listen, inspire, give feedback, and make tough personnel decisions

• You have experience managing a team, or you declare that you will catch up within 3–6 months and will develop these competencies also in your free time. This is your investment in the future 🌱 and our bet that we'll trust you to catch up

• Motivating, performance monitoring, employee development – these are areas where you feel naturally at home, or in which you want to grow with passion

• You are able to build trust and authority – people willingly follow you

2️⃣ MINDSET FOR EXTRAORDINARY SERVICE

• You believe that customer service is not a "cost center," but a competitive advantage of edrone

• You understand that our clients (SMBs) fight against giants – and thanks to our service, they have a chance to win

• You do not accept mediocrity – if something can be done better, you do it

• You understand the key metrics of the Service team: CSAT, CES, FRT, RT, Resolution Rate

• You have practical experience in solving and escalating bugs (diagnosing complex incidents)

3️⃣ PASSION FOR AI AND IMPLEMENTING AI IN THE TEAM

• You are an AI fan – you use AI daily, experiment, test things out

• You see AI as a real lever for the Customer Support team

• You want to build a team that is aware of AI's capabilities and that learns to use these tools every day

• You are not afraid of implementing new technologies – on the contrary, it drives you

Other Requirements

• You are effective – you deliver results, not just activity

• You are not afraid of new challenges, and your proactivity and energy mean that no task scares you

• You work well under pressure, staying calm and effective in a dynamic environment

• Independence and responsibility are among your strongest qualities

• Continuous development is a priority for you

• You know customer service tools (e.g., Jira – advanced level, Intercom), and process optimization comes naturally to you 🌟

• You can plan, manage resources, and prioritize tasks

• You create reports and analyses concerning team performance and service quality

• You speak English at minimum B2 level – fluently in speech and writing

• Polish – fluent in speech and writing

What We Offer

• 💼 Professional training preparing you for the role – with special emphasis on developing leadership and AI competencies

• 🏗️ A flat organizational structure, significant decision-making authority, and real influence on the company – your opinion matters to us

• 🌍 Real participation in edrone's mission – empower SMBs to compete with giants

• 💰 Compensation: 10,500 PLN gross (Employment Contract / UoP) or 12,000 PLN net B2B to start

• 🏋️ Multisport card, private medical care (LuxMed), free English lessons

Recruitment Process

1. Recruitment task

2. Interview with the Manager + discussion of the task (1.5 h)

Please send your CV in English.