AI-Powered Customer Support Team Leader (Warsaw)

Ryanair - Europe's Favourite Airline; Warszawa; On-site; PLN 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Staff travel discounts

Leadership role in a key centre

Career development

Job summary

Ryanair are expanding with a brand-new Customer Operations Centre in Warsaw. We are recruiting Team Leaders to guide a team of CS Specialists, overseeing bot-human handovers and ensuring every customer interaction hits the mark.

Lead with a smart, tech-enabled support model that blends performance data, customer insights, and a digital-first mindset to elevate the Ryanair experience across millions of customers. This is a fast-paced, collaborative leadership role in Warsaw.

Qualifications

• 2+ years in a Team Lead or managerial role in a fast-paced, customer-focused operation.
• Strong communication skills in English and Polish.
• Comfort using modern customer service platforms and analytics tools.

Responsibilities

• Lead and inspire a team of Customer Service Specialists.
• Drive performance using dashboards and analytics.
• Coach, support, and energise high-performing teams.
• Handle escalations with empathy and judgement.
• Collaborate with operations, workforce planning, and AI product teams.
• Maintain high customer satisfaction through seamless digital interactions.
• Contribute to a culture of learning, adaptability and innovation.

Skills

Team leadership

Communication

Bilingual EN/PL

Digital literacy

Shift flexibility

Tools

Analytics tools

Job description

Ryanair are expanding with a brand-new Customer Operations Centre in Warsaw. We are recruiting Team Leaders to guide a team of CS Specialists, overseeing bot-human handovers and ensuring every customer interaction hits the mark.

Lead with a smart, tech-enabled support model that blends performance data, customer insights, and a digital-first mindset to elevate the Ryanair experience across millions of customers. This is a fast-paced, collaborative leadership role in Warsaw.