Customer Care Team Leader

About the opportunity

We're looking for a Customer Care Team Leader to join our Customer Care Team — the team responsible for supporting our customers throughout their entire journey with Tylko. In this role, you will lead and develop a group of Customer Care Specialists, ensure high service standards, solve complex cases, and drive improvements across processes, documentation and customer experience.

You’ll work closely with teams across the company, including Operations, Finance, CRM, Growth, Physical Experience, and Training & Quality, as well as with our external BPO partner. Your goal will be to maintain excellent service levels, support the team in daily challenges, and ensure that customer insights translate into meaningful business improvements.

Once you join our Team you will:

• Lead and support the team
  Guide Customer Care Specialists in reaching their goals and create a collaborative, supportive work environment. Provide regular feedback, set clear expectations, and ensure each team member has the resources needed for development and high performance.

• Ensure service excellence
  Monitor and maintain expected service levels (SLA) and customer satisfaction (CSAT). Analyse KPIs and efficiency indicators to identify improvement areas and implement actions that raise overall service quality.

• Solve complex cases
  Support the team in handling the most challenging customer issues. Train Specialists in problem-solving, create procedures for complex or recurring cases, and ensure high standards of case resolution.

• Improve processes across the customer journey
  Identify inefficiencies, propose solutions and coordinate their implementation within the team or together with other departments. Help build consistent, scalable processes that enhance customer experience.

• Analyse customer insights
  Track customer experience metrics, analyse trends, and share insights with other teams to support decision-making and business goals.

• Manage knowledge & documentation
  Create and maintain internal documentation, FAQ articles and knowledge-base content. Support a culture of continuous learning and knowledge sharing within the team.

Why you’ll love working with us:

• One extra day off every month

• Private healthcare

• Sports card

• Tylko discount

• Regular team gatherings

• Dog-friendly office

• Transparent pay

Requirements

What we’re looking for:

Must have

• +2 years of experience as a leader of customer care / customer support team, including work with complex cases

• Leadership skills and experience guiding or managing a team

• Excellent problem-solving and communication skills

• Strong organisational abilities and attention to detail

• Empathy, positive attitude and a proactive approach

• Fluent English (C1) and fluent Polish (C1)

• Ability to work in our Warsaw office 3 days a week

Nice to have

• Experience in e-commerce

• Fluent German (C1)

• Experience working with cross-functional teams or external partners (BPO)