Customer Care Team Leader with German

Join Tylko, Where Design Meets Technology

Founded in Warsaw, Poland, in 2015, Tylko is redefining how we design, shop for, and experience furniture. Frustrated by mass-produced, one-size-fits-all solutions, the team created something smarter: bespoke storage that balances cutting-edge technology, premium craftsmanship, and sustainable production.

With millimetre-perfect precision, every piece is made-to-order and crafted locally, minimising waste and maximising longevity. The result? A new standard in furniture – one that fits your space, your style, and your life.

Why It Matters

We’re not just building furniture. We’re changing how people think about living with it. By merging technology and design, we help people create spaces that truly reflect who they are. If you believe that good design can make everyday life better, you’ll feel right at home here.

How We Work

We believe in small teams, big ideas, and simple processes. No endless paperwork, no silos. Just open communication, shared goals, and a healthy dose of curiosity. We start small, think big, and move fast, because progress always beats perfection.

At Tylko, collaboration and trust aren’t buzzwords — they’re how we work. From day one, you’re part of a team that makes real decisions and brings them to life together. You’ll have the freedom to share ideas, turn them into action, and shape the space around you literally. Here, learning isn’t a bonus. It’s part of the job.

Customer Care Team Leader (with German)

The Role & The Team

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 Tylko?

Being a part of the Tylko team goes beyond clocking in every day. We celebrate inclusivity and work together to build a culture of happy, healthy employees who are truly heard. We provide:

• One bonus day off every month (in addition to regular days off)

• Comprehensive healthcare

• Multisport card

• A generous discount on all Tylko products

• A dog-friendly office!