Team Lead Customer Service Poland

marta is the leading platform for independent caregivers in Germany and connects them directly with family members looking for help. We make eldercare more transparent, affordable and reliable.

The market today is still mainly analog and highly dysfunctional. Care is inadequate and caregivers often earn too little. Our goal is to bring transparency to this opaque market and empower our users to overcome their daily challenges with services that make their lives easier.

Having just closed our seed funding round, we are expanding rapidly and looking for dedicated team members to join our mission. Because we care.

Tasks

As the Team Lead Customer Service Poland you will be working directly with the global Head of Operations and focus on building a strong performing A-Team while providing best-in-class service to our caregiver customers in Poland.

• Responsible for a a team of 10-15 agents
• Manage the daily performance of employees and identifying & proposing areas for improvement on both individual and the team level
• Conduct regular 1:1 Meetings, team meetings and performance reviews
• Challenge processes and procedures, in the context of continuous improvement
• Raise awareness of unusual trends in performance, team, attitude and other management parameters
• Take an end to end ownership of the team, seek to resolve ongoing issues, and be a leader in the workplace
• Coach the team to provide best in class customer experience for Caregivers
• Support the rollout of new processes
• Work alongside the Head of Operations to contribute to the successful implementation of a high performing sales excellence culture at marta
• Ensure compliance
• Build on customer relationships, gaining commitment and ensuring that all customer requirements are identified and met
• Comply with all company processes and tools used to record and track opportunities and orders and report progress

Requirements

• 5+ years' experience of working in a fast-paced, international environment with the flexibility and personal resilience (preferably operations and sales or account management)
• Ambition to go above and beyond given tasks and a hands on attitude
• Excellent communication, organizational and planning skills
• Able to take initiative/responsibility to support the team in their common goals
• Good Customer Service attitude
• Strong teaming skills and demonstration of proactive leadership
• Good written and spoken English skills are required, German skills are a plus
• The flexibility and willingness to undertake a range of administrative functions competently, interacting with other team members
• Very good analytical skills: ability to interpret and present data to generate insights and support decision-making
• Strong ownership skills and proactive mindset
• Natural relationship builder with integrity, reliability and maturity
• Ability to meet deadlines and work under the time pressure

Benefits

• You will work on an important mission and have the chance to positively impact the care crisis with us
• You will be part of an international team with over 50 employees from nine different countries with offices in Berlin, Lithuania, Romania and Poland
• Strong growth and learning opportunities
• An open-minded and motivated environment with flat hierarchies and short decision-making paths
• Equipped with your favorite technical equipment, so you can work efficiently and with pleasure