Rohlik Group

Customer Care Lead, German

Rohlik Group

full-time

Posted on:

Location Type: Hybrid

Location: Prague • Czech

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Job Level

Senior

About the role

  • Lead and develop your team (regular 1:1s, coaching, feedback, motivation)
  • Own daily operations: attendance, task distribution, quality checks
  • Monitor and deliver KPIs (including CSAT) and take action when performance drops
  • Handle escalations: complex complaints, “I want to speak to a manager” situations, crisis cases
  • Make real-time decisions based on volume and priorities (who moves where when the team is under water)
  • Prepare data for performance evaluation and variable wage calculation
  • Keep your team informed (updates, changes, new processes) — clearly and on time
  • Support onboarding and training when needed
  • Identify opportunities for process improvement and automation and drive implementation with your manager and peers
  • Collaborate cross-functionally to solve recurring issues and improve customer experience end-to-end

Requirements

  • Experience from customer service or customer facing roles
  • Team lead / supervisor experience is required — performance, people leadership, decision-making
  • Strong customer orientation and calm communication under pressure
  • Ability to work with KPIs, reports, and operational data
  • Confidence to take ownership and make decisions fast
  • Strong collaboration across departments and willingness to help beyond your own queue
  • Czech/Slovak and English advanced (written & spoken)
  • German minimum communicative or better — mainly written communication
  • Willingness to work on shifts together with the team is required
Benefits
  • Fair reward - You’ll get a strong fixed salary — no bonus games, no politics. Great work is rewarded clearly and fairly.
  • Good food every day - You’ll enjoy a free lunch every day and fresh fruit & veggies in the office. Because good food fuels great work.
  • Life, not just work - You’ll have real flexibility – flexibility to work from home (HO) more often than from the office, depending on shift setup and team needs. And unlimited paid vacation based on trust.
  • Personal growth - You’ll grow as fast as Rohlik does. Every challenge is a chance to learn and make an impact.
  • Real impact - What you do here matters. You’ll see your work changing how people eat and live — from day one.
  • Recognition among colleagues - Your effort won’t go unnoticed. You can recognise others (and be recognised) through peer credits to use in our internal cafeteria.
  • Xtra membership - You’ll get free Xtra membership and 10% cashback on everything you buy on Rohlik.cz.
  • Sport & wellbeing - You’ll stay active with company sports challenges or a subsidised Multisport card.
  • A team that sticks together - You’ll work with people who move fast, support each other and celebrate wins together.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KPI managementperformance evaluationdata analysisprocess improvementautomation
Soft Skills
team leadershipcoachingcommunicationdecision-makingcustomer orientationcollaborationproblem-solvingmotivationcalm under pressure