Customer Support Team Leader
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| Company Name | Booksy |
| Company Type | Private |
| Job Type | Full Time, Remote |
| Salary Range | 7,500 PLN |
| Location | Remote, Poland |
| Qualifications | None |
| Experience | 2 Year+ |
About the Company
Booksy is the leading beauty, health, and wellness marketplace, connecting entrepreneurs with clients worldwide. Founded in Poland and now scaling globally, Booksy empowers professionals to grow successful businesses while helping people schedule their “me time” with ease. At Booksy, we thrive in a creative, dynamic, and inclusive environment where flexibility and innovation drive everything we do.
Job Overview
We are looking for a Customer Support Team Leader to manage our inbound Advisors and elevate the standard of customer support at Booksy. This role is perfect for a hands-on leader who thrives in fast-paced, ever-changing environments and is ready to implement innovative solutions that enhance both team performance and customer satisfaction.
Key Responsibilities
- Manage, coach, and develop a team of inbound Advisors (multi-skilled, mainly technical inquiries)
- Plan, organize, and monitor workload while ensuring service standards are met
- Track KPIs and customer satisfaction, taking actions for continuous improvement
- Lead recruitment efforts and maintain staffing levels aligned with business needs
- Collaborate with other teams to ensure adequate coverage across calls, chat, email, and social media support
- Foster a positive team culture with focus on motivation, engagement, and skills development
- Shape processes and contribute to customer support projects and innovations
Requirements
- Minimum 2 years’ experience managing inbound customer support teams
- Strong understanding of customer service KPIs and tools (Salesforce, Freshdesk, Helpshift, Jira, Google tools, etc.)
- Proficiency in English (B2 or higher)
- Excellent communication, negotiation, and time management skills
- Ability to stay resilient under stress and adapt to change quickly
- Goal-oriented with proven ability to achieve performance targets
- SaaS/tech company or social media support experience is an advantage
Benefits
- Base salary: 7,500 PLN gross/month + average 2,000 PLN gross monthly bonus
- 100% remote work – join our global distributed team
- Private medical care (Allianz, co-financed)
- Multisport card (optional, self-financed)
- Group life insurance (PZU, optional)
- Pethelp support for pet care (optional)
- Online consultations with Booksy psychologist (fully covered)
- English language learning platform access
- Wellbeing tools (Worksmile, Officevibe)
- Engagement initiatives from the Happiness Team
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