Customer Service Team Leader

Payugpo

Warsaw, Poland Hybrid permanent

Posted: March 25, 2026

Required Skills

Job Description

We’re hiring a Customer Service Team Leader to manage and develop a compact team of Customer Service Specialists. You will translate the Customer Care vision into day-to-day execution, ensure high-quality service delivery, drive local process improvements, and represent the customer voice within PayU at a regional level.

Responsibilities: :
• Lead, coach and motivate a team of customer service professionals across the region.

• Oversee daily operations: workload distribution, shift planning, case handling and SLA adherence.

• Monitor KPIs and performance; produce regular operational reports and take corrective actions.

• Handle escalations and complex customer issues; escalate cross-functional problems as needed.

• Collect and analyze customer feedback; propose and implement local improvements to processes and tools.

• Run team training, 1:1s, performance reviews and development plans.

• Collaborate with regional stakeholders (Sales, Product, Ops) to ensure smooth issue resolution.

Requirements: :
• 2+ years’ experience leading or supervising a small customer service team (5–15 people).

• Experience in customer-facing operations (payments or banking industry experience is a plus).

• Good working knowledge of KPIs, SLAs and performance management

• Strong operational and organizational skills.

• Strong leadership, communication and stakeholder management skills

• Customer-first mindset with an analytical, data-driven approach to improvements

• Good command of English and fluency in Polish.

• Results-oriented, resilient and adaptable.

What we offer::
• Full-time employment under a contract of employment.

• Benefits: ability to develop one’s own package in MyBenefit system.

• Possibility to work in a hybrid model.

• Friendly work atmosphere in a cooperation-driven team, that will support you everyday.

• Work in an international organization operating in a rapidly changing industry.

• Work in an international environment where you work with foreign languages on an everyday basis.

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