Team Leader Service Team PL

Were looking for someone from our team who wants to take the next step in their career and lead people in the Customer Service department at edrone!

Our Mission This Is Why We Come to Work

Empower small e-Commerces to compete with giants

We give small and medium-sized e-commerce businesses the tools they need to compete with the biggest players on the market. Customer Support/Service is the heart of this mission because a client who receives top-level support has a real chance of winning against the giants. As a Team Leader you stand on the side of our clients every single day and it is your team that decides whether small players feel strong.

About the Role

As Team Leader of Customer Support/Service you will first and foremost be a leader of a team of 812 people people will be at the center of your work. Your three pillars are:

• People management motivation development engagement results

• Extraordinary service not good not sufficient but the kind that clients tell others about

• Implementing AI in the team building the team of the future one that uses AI as an everyday working tool

Your Scope of Responsibilities

People Management Your Priority #1

• Leading a team of 812 people (support lines I II III) you are their leader mentor and point of support

• Motivating the team and building engagement day by day

• Setting individual and team goals and monitoring their achievement

• Professional development of team members 1:1s feedback development plans coaching

• Building a team culture based on accountability collaboration and effectiveness

• Recruitment onboarding and performance management spotting talent handling difficult conversations

EXTRAORDINARY SERVICE Our Standard Not Our Goal

• You ensure that every edrone client feels they are in the best hands whether its a small shop or a growing brand

• You raise the quality bar you dont settle for minimum SLA you look for ways to delight the client not just serve them

• You react to every signal of quality drop before the client feels it

• You monitor quality indicators: CSAT CES FRT RT Resolution Rate

• You update materials and the knowledge base so that the team has something to fight with

• You escalate and diagnose complex incidents you dont pass the ball you take responsibility

IMPLEMENTING AI IN THE TEAM You Build the Customer Support of the Future

• You develop AI tools in Customer Support processes this is one of the key areas of your role

• You test and implement new AI solutions: response automation ticket categorization knowledge assistants AI for CSAT analysis and incident diagnosis

• You educate and infect the team with AI you create a team in which every agent uses AI as a natural work tool

• You measure the effects you show how much time and quality AI actually adds to the teams work

• You are an AI fan you see AI as a lever not a threat

Ticket Management

• Handling tickets from Poland (80%) and Europe (20%)

• Prioritizing tickets cooperating with the IT department ensuring fast response times

Process Optimization

• Implementing new tools optimizing procedures testing new solutions

• Gathering client feedback managing tests of new features implementing best practices

Cross-Department Collaboration

• Collaboration with IT and Customer Service teams in Poland and Brazil

• Regular reporting on activities and results

Who We Are Looking For

Our THREE Key Expectations

1 PEOPLE MANAGEMENT SKILLS

• You like working with people and it shows you listen inspire give feedback and make tough personnel decisions

• You have experience managing a team or you declare that you will catch up within 36 months and will develop these competencies also in your free time. This is your investment in the future and our bet that well trust you to catch up

• Motivating performance monitoring employee development these are areas where you feel naturally at home or in which you want to grow with passion

• You are able to build trust and authority people willingly follow you

2 MINDSET FOR EXTRAORDINARY SERVICE

• You believe that customer service is not a cost center but a competitive advantage of edrone

• You understand that our clients (SMBs) fight against giants and thanks to our service they have a chance to win

• You do not accept mediocrity if something can be done better you do it

• You understand the key metrics of the Service team: CSAT CES FRT RT Resolution Rate

• You have practical experience in solving and escalating bugs (diagnosing complex incidents)

3 PASSION FOR AI AND IMPLEMENTING AI IN THE TEAM

• You are an AI fan you use AI daily experiment test things out

• You see AI as a real lever for the Customer Support team

• You want to build a team that is aware of AIs capabilities and that learns to use these tools every day

• You are not afraid of implementing new technologies on the contrary it drives you

Other Requirements

• You are effective you deliver results not just activity

• You are not afraid of new challenges and your proactivity and energy mean that no task scares you

• You work well under pressure staying calm and effective in a dynamic environment

• Independence and responsibility are among your strongest qualities

• Continuous development is a priority for you

• You know customer service tools (e.g. Jira advanced level Intercom) and process optimization comes naturally to you

• You can plan manage resources and prioritize tasks

• You create reports and analyses concerning team performance and service quality

• You speak English at minimum B2 level fluently in speech and writing

• Polish fluent in speech and writing

What We Offer

• Professional training preparing you for the role with special emphasis on developing leadership and AI competencies

• A flat organizational structure significant decision-making authority and real influence on the company your opinion matters to us

• Real participation in edrones mission empower SMBs to compete with giants

• Compensation: 10500 PLN gross (Employment Contract / UoP) or 12000 PLN net B2B to start

• Multisport card private medical care (LuxMed) free English lessons

Recruitment Process

1. Recruitment task

2. Interview with the Manager discussion of the task (1.5 h)

Please send your CV in English.