Customer Support Team Leader – m/f/d

Booksy

Customer Support Team Leader managing advisors for global customer support. Responsible for team performance, process optimization, and revenue from high-value clients.

Posted 7/14/2026full-timeRemote • 🇵🇱 PolandSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in team management and development, focusing on goal setting, KPI monitoring, and continuous upskilling. Proficient in analyzing customer service metrics and optimizing processes to enhance team performance and client satisfaction.

Highest-signal resume keywords

Team ManagementCustomer Service MetricsProcess OptimizationBilingual Proficiency (Polish and English)Quality Assurance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

KPI MonitoringPerformance AnalysisCustomer Support ProcessesTechnical Solutions DevelopmentReporting and Analytics

Soft Skills

Motivational LeadershipIndependent Problem Solving

Tools & Technologies

Booksy BizBooksy for Clients

Industry Keywords

Inbound Customer ServiceCustomer RetentionAudit Task Accuracy

About the role

Key responsibilities & impact

Team Management & Development: Set goals, monitor KPIs, organize daily workflows, and continuously upskill and motivate team members.
Quality Assurance & Support: Ensure work standards are met through regular contact monitoring, audit task accuracy, and assist the team in resolving complex customer issues.
Reporting & Analytics: Analyze team performance, prepare result presentations, and report on metrics, team status, and morale to upper management.
Process & Tech Optimization: Review and improve Customer Support processes, collaborate with Product Support, and recommend technical solutions to drive innovation.
Key Account Revenue: Develop tailored solutions to maximize revenue and retention from high-value clients.
Product Feedback: Identify system irregularities (Booksy Biz/Booksy for Clients) and report them following established procedures.

Requirements

What you’ll need

Minimum 3 years of experience in inbound customer service.
Minimum 2 years of experience in team management.
Familiarity with customer service metrics and tools.
Ability to work independently and take on challenges.
Proficiency in both Polish and English at C1 level.

Benefits

Comp & perks

Fully remote position - We take pride in being a globally distributed team;
Private medical care from Allianz health (subsidized by Booksy);
Life insurance from Uniqua (covered by Booksy, employee cost - 1 PLN);
Multisport card (voluntary and unsubsidized, diverse packages to choose from);
Online consultations with Psychologist Booksy (fully subsidized by the company);
Access to English online language training (Speexx);
Employee wellbeing platform: Worksmile (employees can redeem shopping vouchers);
Additional life Insurance from PZU (unsubsidized, voluntary);
Happiness Team initiatives.