Customer Service Lead

Wolters Kluwer - Financial Services Solutions; Warszawa; Hybrid; PLN 140,000 - 200,000; Full time

Benefits offered by this job

Private medical care

MultiSport card

Birthday leave

10+ Leave program

Work-Life Balance Fridays

Vacation allowance

Training and development

Job summary

Wolters Kluwer in Warsaw is seeking an experienced Customer Service Lead to join our Hybrid environment. You will support day-to-day operations, drive performance, and develop team members to deliver exceptional service.

Responsibilities include coaching, monitoring KPIs and SLAs, handling escalations, and collaborating with internal and international teams to improve customer experience. English fluency required; experience with CRM tools preferred.

Qualifications

• Minimum of 3 years in Customer Service.
• At least 1 year in a team leadership role.
• Fluent English (minimum B2).
• Experience with CRM systems (Salesforce/ Service Cloud) and Jira.
• Strong communication and leadership skills.

Responsibilities

• Support the Customer Service Manager in day-to-day operations.
• Motivate, support, and develop team members.
• Monitor KPIs, SLAs, and quality standards.
• Conduct one-on-one coaching sessions.
• Handle complex customer cases and escalations.
• Collaborate with internal teams to improve processes.
• Work with international teams to resolve issues.
• Prepare reports and recommendations for management.

Skills

Communication

Leadership

Organizational skills

English proficiency

Tools

Salesforce

Service Cloud

Jira

Job description

Customer Service Lead Warsaw | Hybrid Work Model We are looking for an experienced Customer Service Lead to join our team. In this role, you will support the management of customer service operations, drive operational performance, and contribute to the development and engagement of team members. If you have experience leading teams, fostering employee growth, and delivering exceptional customer service, we would love to hear from you.

Key Responsibilities

• Support the Customer Service Manager in the day-to-day management of the Customer Service team, ensuring efficient operations and high-quality customer service.
• Motivate, support, and develop team members.
• Monitor and drive performance against key business metrics, including KPIs, SLAs, and quality standards.
• Conduct one-on-one meetings and provide mentoring and coaching to employees.
• Support the team in handling complex customer cases and escalations.
• Collaborate with internal departments to continuously improve customer service processes and customer experience.
• Work closely with corporate and international teams to resolve system-related issues and support process improvements.
• Prepare reports, presentations, analyses, and recommendations for management.

Requirements

• Minimum of 3 years of experience in Customer Service.
• At least 1 year of experience in a team leadership or supervisory role.
• Strong communication, organizational, and leadership skills.
• Ability to analyze data and make decisions based on business metrics and performance indicators.
• Experience working with CRM systems (preferably Salesforce/ Service Cloud) and tools used for issue tracking and collaboration with IT teams (e.g., Jira).
• Fluent English (minimum B2 level), enabling effective communication with international teams.
• Proven ability to engage, motivate, and develop employees.
• Self-motivated, responsible, and results-oriented mindset.

What We Offer

Stable employment based on a full-time employment contract in a growing organization.

Opportunity to make a real impact on the development of customer service operations.

Flexible hybrid working model.

Attractive benefits package, including:

• Private medical care.
• Employer-subsidized MultiSport card.
• Additional day off on your birthday.
• "10+ Leave" Program – an additional 10 days of paid leave for employees with at least 10 years of total work experience.
• Work-Life Balance Fridays – every second Friday of the month, we finish work 2 hours earlier.
• Holiday allowance ("vacation benefit").
• Access to training and professional development programs.
• Friendly working environment and support from an experienced team.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.

With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

We are committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

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