Customer Support Team Lead

As the Team Lead for our new Poland-based Customer Support Team, you will build, coach, and manage a hybrid team focused on high-quality customer outcomes, operational excellence, and measurable automation impact. You set the quality bar, ensure SLA adherence, and partner with global stakeholders to drive consistency and continuous improvement.

What You Will Do

• hire, onboard, and coach a hybrid team of Support and Automation Agents; run quality reviews and coaching sessions

• own ticket quality, SLA adherence, backlog health, and escalation handling; ensure clean processes and documentation

• prioritize and deliver automation opportunities with tangible impact on avoidable tickets and time-to-resolution

• provide clear reporting and insights to global leadership; align processes across regions and maintain stakeholder trust

• foster a customer focused culture with operational discipline, ownership, and growth

What You Bring

• 4–7 years in customer support/service operations, including 2+ years in team leadership

• proven record improving customer experience and operational metrics; proficient stakeholder management in English

• strong coaching skills; ability to set expectations, give practical feedback, and build talent

• data-driven mindset with comfort prioritizing automation while protecting customer empathy

• familiarity with support platforms, queues, SLAs, and basic BI reporting