Team Leader, Customer Experience (Czech language)
Poznań, PL, 61-569 Praha, CZ, 186 00 Ostrava, CZ
Your main responsibilities:
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You will manage a team of Advisors (the team is based in the Czech Republic), using your leadership skills to build lasting relationships within the team and drive customer loyalty.
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You will oversee performance metrics and support employee growth through regular coaching, mentoring, and performance management, ensuring their continuous skill development.
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As an advocate for customer needs, you will ensure these are integrated into the processes and projects carried out by your team.
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You will communicate and cascade operational and business goals to the team in alignment with the CX strategy.
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You will create and maintain a collaborative environment built on trust and open communication.
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You will organize day-to-day team operations as well as the onboarding and training process for new hires.
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You will collaborate with Managers and Leaders to execute the CX area strategy and financial KPIs.
This is the right job for you if:
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Speak Czech, English, and Polish at a fluent business communication level.
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Have team management experience and a solid, practical leadership background.
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Set an example for others in professional etiquette and interpersonal skills, with a strong ability to build relationships and engage people.
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Have excellent knowledge of the Allegro platform and the e-commerce market. Familiarity with the Delivery market is a plus.
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Have experience managing an omnichannel customer service team.
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Can communicate in English (min. B1/B2) – required.
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Understand customer service KPIs (e.g., ASA, NPS, FCR) and know how to translate them into actionable team outputs.
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Take a process-oriented approach and focus on finding solutions rather than excuses to meet customer and internal stakeholder expectations.
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Possess strong analytical (data-driven) and organizational skills, including personal time management.
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Show initiative and a proactive approach to assigned tasks.
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Can adapt to changing environments and are open to change.
What we offer:
- Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
- A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
- English classes paid for by us.
- A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
- A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
- Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.
And that's just the beginning! You can read more about the benefits here.
#goodtobehere means that:
- You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
- You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
- You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
- You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.
Send us your CV and… see you at Allegro!
