Customer Support Team Leader (m/f/d)

Working in a rapidly growing, ever-changing scale-up 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 enjoy inventively solving problems with others, helping create clarity when things get confusing, and prioritising your own path within ambiguity, then the chances are that you'll love the opportunities available to grow your career 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 who provide support to our customers through different tools such as chat, calls and emails. 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:

• Team Management & Development: Set goals, monitor KPIs, organize daily workflows, and continuously upskill and motivate team members.
• Quality Assurance & Support: Ensure work standards are met through regular contact monitoring, audit task accuracy, and assist the team in resolving complex customer issues.
• Reporting & Analytics: Analyze team performance, prepare result presentations, and report on metrics, team status, and morale to upper management.
• Process & Tech Optimization: Review and improve Customer Support processes, collaborate with Product Support, and recommend technical solutions to drive innovation.
• Key Account Revenue: Develop tailored solutions to maximize revenue and retention from high-value clients.
• Product Feedback: Identify system irregularities (Booksy Biz/Booksy for Clients) and report them following established procedures.

Requirements

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.
• Ability to work independently and take on challenges.
• Proficiency in both Polish and English at C1 level.

Benefits

Some of the benefits we offer are:

• Fully remote position -  We take pride in being a globally distributed team;
• Private medical care from Allianz health (subsidized by Booksy);
• Life insurance from Uniqua (covered by Booksy, employee cost - 1 PLN);
• Multisport card (voluntary and unsubsidized, diverse packages to choose from);
• Online consultations with Psychologist Booksy (fully subsidized by the company);
• Access to English online language training (Speexx);
• Employee wellbeing platform: Worksmile (employees can redeem shopping vouchers);
• Additional life Insurance from PZU (unsubsidized, voluntary);
• 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.

How AI helps us find great people

Think of our AI tool as a really smart assistant for our recruitment team. Its job? To help us move faster, stay consistent, and make sure no great candidates are overlooked. Every application goes through the same AI review to help us spot skills that match the role - but don’t worry, AI never makes the decisions. Real people do. Our recruiters and hiring managers handle every final call. And we regularly review how the tool is used to keep things fair, ethical, and compliant with data protection laws. Curious about how it works? You can always ask how AI was used in your application - it won’t affect your chances in any way.

If you have questions, just drop us a note - we’re happy to explain more.

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