Customer Service Supervisor

Us Bank; Polska; Hybrid; PLN 90,000 - 130,000; Full time

Benefits offered by this job

Performance-based incentives

Inclusive equitable benefits

Continuous development opportunities

Employee recognition programs

Job summary

U.S. Bank is seeking a Supervisor to join our remote team based in Poland. You will oversee customer service representatives, manage resources and schedules, and drive performance against KPIs and SLAs.

You will also participate in hiring, provide coaching, and resolve customer issues to ensure high-quality service. The role requires fluent Polish and English, leadership experience, and a customer-focused mindset.

Qualifications

• Fluent knowledge of Polish and English.
• Knowledge of additional European languages is a plus.
• 2+ years of experience in a supervisory role.
• Strong leadership and people-management skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Support team members with questions around daily operations.
• Manage team resources, coordinate leave, breaks, and re-assign responsibilities during absences.
• Monitor KPIs and SLAs and take corrective actions when targets are not met.
• Provide feedback to the Manager on performance and development needs.
• Handle customer queries with the best interest of the company and customers.
• Manage customer expectations and resolve complaints.
• Build cross-area relationships to achieve best results for customers.
• Conduct monthly and annual representatives' appraisals; participate in hiring.

Skills

Polish language

English language

Leadership

Customer service

Team supervision

Communication

Education

N/A

Job description

At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions, enabling the communities we support to grow and succeed in the right ways, all more confidently and more often—that’s what we call the courage to thrive. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive. Try new things, learn new skills and discover what you excel at—all from Day One.

As a wholly owned subsidiary of U.S. Bank, Elavon is committed to building the platforms and ecosystems that help over 1.5 million customers around the world to achieve their financial goals—no matter what they need. From transaction processing to customer service, to driving innovation and launching new products, we’re building a range of tailored payment solutions powered by the latest technology. As part of our team, you can explore what motivates and energizes your career goals: partnering with our customers, our communities, and each other.

We actively uphold transparent and fair hiring practices that support individual opportunity, inclusive culture, and career mobility across all levels of our organisation.

We offer meaningful opportunities for growth, a culture of inclusion, and a strong commitment to transparency and integrity in everything we do.

Job Description

Main duties and responsibilities:

• Support team members with questions around daily operations;

• Manages team resources; coordinates leave, manages breaks and re-assigns responsibilities during team member absences.

• Monitor the KPI's and SLA's and take necessary actions if these are not met;

• Provide feedback to the Manager around the performance of team members and suggest oncompetencies of individual team members that need to be further developed;

• Handles all queries with the best interest of both the Company and the Customer;

• Managing Customer expectations and resolving complaints;

• Build relationships with all areas in and outside of Operations to achieve the best result for our Customer;

• Performing monthly and annual representatives' appraisals;

• Responsible for interviewing and hiring customer representatives.

Requirements:

• Fluent knowledge of Polish and English;

• Knowledge of Italian/Dutch or French – nice to have;

• Previous experience in a Customer service area;

• Min. 2 years of experience as Supervisor or Supervisor back up;

• Has proven leadership track record;

• Excellent communication and interpersonal skills;

• Strong customer service focus; demonstrated ability to understand the customer’s business, issues and needs, proactively responding to customer requirements;

• Strong leadership skills;

• Excellent organizational, time-management skills;

• Result orientation and an effective problem solving skills;

• Flexible approach to working hours

Location Expectations

This role is designated as home-based remote.

Accessibility

We are committed to providing an inclusive and accessible recruitment experience. If you need adjustments at any stage of the application or hiring process, please contact your recruiter for guidance and support.

Total Rewards

U.S. Bank is committed to fair, equitable, and transparent compensation practices in line with local regulatory and legal requirements. Our total rewards approach is designed to attract, retain, and support top talent while ensuring equal pay for work of equal value.

We offer a market-competitive compensation package that includes:

• Clearly defined salary ranges aligned with industry benchmarks and internal equity standards.

• Performance-based incentives for eligible employees (as defined by relevant plan rules), awarded through transparent, objective criteria that recognize both individual and company performance.

• Inclusive equitable benefits that are accessible to all employees and focused around our 3 main pillars of financial wellbeing, health & wellness).

• Continuous development opportunities including training, education support, and career progression pathways based on inclusive and transparent criteria.

• Employee recognition programs that celebrate achievements and milestones for all.

We regularly review our compensation and benefits to ensure they remain competitive, inclusive, and responsive to employee needs and market trends. Further details of the compensation package will be provided upon application.

We encourage candidates to explore the full value of our offer, including monetary and non-monetary benefits, at Employee benefits and development | U.S. Bank | Elavon.

Closing Date

Posting may be closed earlier due to high volume of applicants.

We aim to provide timely updates throughout the process and encourage early applications to ensure consideration.