Customer Service Supervisor - Poland and Czech Republic

ResMed; Województwo mazowieckie; On-site; PLN 100,000 - 120,000; Full time

Job summary

A global healthcare solutions company is seeking an experienced Customer Service Supervisor in Warsaw, Poland. This role involves overseeing a multi-location customer service team, managing performance, and leading transformation initiatives. Candidates should have a strong background in customer service leadership, project management certification, and exceptional communication skills. Join us in making the world healthier and apply now.

Qualifications

• Proven experience in a Customer Service Team Leader or Supervisory role.
• Strong track record of managing teams to achieve high performance.
• Project management certification (PRINCE2, PMP, or equivalent).
• Exceptional communication, interpersonal, and leadership skills.
• 5+ years of relevant customer service experience.

Responsibilities

• Oversee, coach, and motivate a team of customer service representatives.
• Ensure efficient daily operations and monitor KPIs.
• Support implementation of new processes and systems.
• Identify training needs and support development plans.

Job description

Overview / Przegląd

We are looking for an experienced and motivated Customer Service Supervisor to join our Global Customer Service team supporting Poland and Czechia within the subregion in Global Customer Service Northern Europe. This position is based in Warsaw, Poland.

Let's talk about the role: This critical role involves overseeing, coaching, and developing a multi-location customer service team, while managing transformation and improvement initiatives across the region. You will serve as a key link between your team and your manager, fostering a supportive team environment, and encouraging continuous improvement. Your focus will be on ensuring your team consistently meets performance targets and customer expectations within your area of responsibility.

In addition to overseeing day-to-day operations, this role requires experience in building and scaling multi-location teams and formal project management certification and experience supporting regional transformation projects.

Porozmawiajmy o roli: To kluczowe stanowisko polega na nadzorowaniu, wspieraniu i rozwijaniu zespołu obsługi klienta działającego w wielu lokalizacjach, a także na zarządzaniu inicjatywami transformacyjnymi i doskonalącymi w całym regionie. Będziesz pełnić rolę łącznika między swoim zespołem a przełożonym, wspierając atmosferę współpracy i promując ciągłe doskonalenie. Twoim celem będzie zapewnienie, że zespół konsekwentnie realizuje cele wydajnościowe i spełnia oczekiwania klientów.

Oprócz codziennego zarządzania operacyjnego, rola ta wymaga doświadczenia w budowaniu i rozwoju zespołów działających w różnych lokalizacjach, a także posiadania certyfikatu z zakresu zarządzania projektami oraz doświadczenia we wspieraniu regionalnych projektów transformacyjnych.

Responsibilities / Obowiązki

Leadership and Team Management / Przywództwo i zarządzanie zespołem

• Oversee, coach, and motivate a team of customer service representatives across Poland and Czechia, fostering professional growth and a culture of high performance.
• Coordinate and organise team capacity, including vacation and shift planning, and ensure balanced workloads to maintain business continuity.
• Conduct regular one-to-one meetings, performance reviews, and coaching sessions.
• Organise and facilitate regular team meetings, sharing updates, best practices, and reinforcing a positive team culture.

Performance and Operations / Wydajność i operacje

• Ensure efficient daily operations, coordinating workflow and partnering with workforce management to optimise resource allocation.
• Monitor KPIs, service levels, and dashboards (including scorecards and case management performance) to support the delivery of high-quality service.
• Handle customer escalations within your team, escalating to management when needed.
• Identify opportunities for reducing manual tasks and manage continuous improvement projects to support process optimisation.

Process, Quality and Improvement / Procesy, jakość i doskonalenie

• Support implementation of new processes and systems within your subregion.
• Conduct quality assurance checks and provide feedback to improve customer interactions.
• Promote continuous improvement by identifying inefficiencies and promoting lean, digital, and sustainable practices.
• Ensure compliance with relevant regulatory requirements and company quality objectives.

Collaboration and Stakeholder Engagement / Współpraca i zaangażowanie interesariuszy

• Partner with Regional Revenue, Product, Technical Support, Distribution and other relevant teams to resolve customer issues and support smooth operations.
• Provide regular reporting to your regional Global Customer Service Manager and coordinate performance improvement initiatives within your team.
• Ensure clear two-way communication between your team and management.

Employee Development and Training / Rozwój pracowników i szkolenia

• Identify training needs and support development plans and career pathways for team members.
• Deliver or coordinate training sessions for new processes and new hires.
• Promote personal and professional growth aligned with business and individual goals.
• When required, support recruitment for roles within your team, in line with our values and behaviours.

Team Engagement / Zaangażowanie zespołu

• Celebrate achievements, encourage feedback, and maintain an inclusive environment where ideas are valued.
• Strengthen team engagement by recognising contributions and maintaining high morale.

Regional Transformation & Project Management / Transformacja regionalna i zarządzanie projektami

• Manage regional transformation initiatives and projects, from planning through to execution.
• Act as a change leader, embedding new processes and digital solutions.

Qualifications and Experience / Kwalifikacje i doświadczenie

Required / Wymagane:

• Proven experience in a Customer Service Team Leader or Supervisory role, with a strong track record of managing teams to achieve high performance.
• Proven experience in multi-location team leadership.
• Project management certification (PRINCE2, PMP, or equivalent).
• Demonstrable experience leading small to mid-size regional transformation projects.
• Demonstrable experience in handling complex customer issues and escalations.
• Exceptional communication, interpersonal, and leadership skills.
• 5+ years of relevant customer service experience, preferably within your region.
• Strong understanding of customer service processes, KPIs, and performance management.
• Proficiency with CRM and ERP systems, MS Office, and digital communication tools.
• Excellent Polish and English language skills (written and spoken).

Preferred / Preferowane:

• Experience in healthcare, medical device, or technology sectors.
• Knowledge and experience with CRM and ERP systems.
• Czech Language skills are an advantage but not required (written and spoken).

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.