Customer Support Team Leader

Working in a rapidly growing and evolving company comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we've got to be honest, you won't always find that here. However, if you're a driven self-starter, with initiative and the motivation to grow your career in an environment that's rapidly changing as we scale-up globally, then the chances are that you'll absolutely love it at Booksy.

The people you’ll like to work with and things you'll enjoy impacting:

As a Customer Support Team Leader your purpose will be to oversee a team of advisors both working on inbound calls and specialized in technical matters, social media support and revenue growth. You will be responsible for coordinating their work, ensuring the achievement of team KPIs, and driving performance. Additionally, you will introduce innovations and establish new standards to optimize and enhance processes.

Your main 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.

Essentially, to ensure you succeed in this role you’re going to 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.
• 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.

It will also help you to have..

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

Some of the benefits we offer are:

• 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.

Our Diversity and Inclusion Commitment:

We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at belonging@booksy.com, so we can best support you.

Kindly submit your application and CV in English to ensure it is successfully reviewed.