Customer Support Team Leader

Summary

Join Booksy as a Customer Support Team Leader and oversee a team of advisors handling inbound calls, technical issues, social media, and revenue growth. You will set and evaluate team goals, analyze KPIs, prepare reports, organize teamwork, and ensure adherence to standards. This role requires continuous monitoring of customer contacts, supporting team members, developing their competencies, and proposing process improvements. You will also collaborate with other teams to drive innovation and increase revenue. The position is fully remote, offering various benefits.

Requirements

• Minimum 3 years of experience in inbound customer service
• Minimum 2 years of experience in team management
• Familiarity with customer service metrics and tools
• Strong technical skills
• Ability to work independently and take on challenges
• Proficiency in Polish at C1 level and English at a min. of B2 level

Responsibilities

• Setting and evaluating team members' goals
• Analyzing the achievement of KPIs and other metrics and discussing them with team members
• Preparing analyses and presentations of results
• Reporting results, team status, and atmosphere to superiors
• Organizing team work
• Checking the correctness of tasks completed by the team
• Monitoring adherence to established work standards
• Continuously monitoring customer contacts handled by the team
• Supporting the team in resolving current customer issues
• Developing team members' competencies related to their roles and motivating them
• Reporting ideas and identifying irregularities in Booksy Biz and Booksy for Clients according to established procedures
• Proposing, reviewing, and changing Customer Success processes
• Looking for new technical solutions improvements and sharing recommendations with the technical team to drive innovation
• Cooperating closely with the product support team
• Preparing solutions to increase revenue from cooperation with high value clients

Preferred Qualifications

• Knowledge of Salesforce or similar tools
• Experience in Customer Support with upsell and high value clients

Benefits

• This is a fully remote position, we take pride in being a globally distributed team
• Private medical care from Allianz health (subsidized by the company - various packages to choose from)
• Multisport card (voluntary and unsubsidized - various options to choose from)
• Additional life insurance from PZU (voluntary and unsubsidized)
• Pethelp (voluntary and unsubsidized)
• Online consultations with Psychologist Booksy (fully subsidized by the company)
• Wellbeing tools (Worksmile and Officevibe)
• Happiness Team initiatives