Customer Service Team Lead

CHEP; Województwo mazowieckie; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

3 days volunteering leave per year

2 extra annual leave days after oneKal

Financial bonus for two-week holiday

LuxMed private medical insurance

Multisport Card

110 PLN net transportation allowance

Employee Capital Plan (PPK)

Employee Investment Plan

Collaborative international work环境

Job summary

CHEP is seeking a Customer Service Team Leader to guide a multilingual team supporting customers across Europe. You will lead coaching, development, and performance management to deliver outstanding customer experiences while driving operational excellence in a fast-paced environment.

You will collaborate with Sales, Supply Chain and Finance to ensure seamless service delivery, take ownership of process improvements, and build a high-performing, inclusive culture focused on customer success

Qualifications

• Experience leading customer service or contact centre teams.
• Proven ability to manage performance through KPIs and service metrics.
• Strong coaching, mentoring and people development skills.
• Excellent communication and stakeholder management capabilities.
• Ability to work in a fast-paced, customer-focused environment.
• Experience across multiple countries, cultures, or languages is desirable.

Responsibilities

• Lead, coach and develop a team of Customer Service Executives to drive performance and career growth.
• Drive customer satisfaction, service quality and KPIs.
• Manage day-to-day service operations and balance workloads.
• Act as escalation point for complex customer issues and ensure timely resolution.
• Monitor performance metrics and implement actions to improve service levels.
• Ensure compliance with policies, processes and service standards.
• Collaborate with Sales, Supply Chain, Finance and other stakeholders to deliver a seamless customer experience.
• Identify training opportunities and support continuous improvement initiatives.
• Foster a positive, inclusive team culture focused on customer success.

Skills

People leadership

Coaching

Stakeholder management

Performance management

Communication

English fluency

Cross-cultural collaboration

Job description

This is an exciting opportunity to lead a diverse European team and make a meaningful impact on the customer experience. You'll have the autonomy to shape processes, develop talent, and contribute to a culture of excellence while working in a collaborative and international environment. As a Customer Service Team Leader, you will lead and develop a high-performing, multilingual Customer Service team supporting customers across Europe. You will play a key role in delivering an outstanding customer experience while driving operational excellence, team engagement, and continuous improvement.

What will you do?

• Leading, coaching, and developing a team of Customer Service Executives to achieve strong performance and career growth.
• Driving customer satisfaction, service quality, productivity, and operational KPIs.
• Managing day-to-day service operations and ensuring workloads are effectively balanced across the team.
• Acting as an escalation point for complex customer issues and supporting timely resolution.
• Monitoring performance metrics and implementing actions to improve service levels.
• Ensuring compliance with company policies, processes, and service standards.
• Collaborating closely with Sales, Supply Chain, Finance, and other internal stakeholders to deliver a seamless customer experience.
• Supporting process improvements and transformation initiatives that increase efficiency and customer satisfaction.
• Identifying training and development opportunities to build team capability.
• Creating a positive, inclusive, and accountable team culture focused on customer success.

Who are we looking for?

We are looking for an inspiring people leader who combines a passion for customer service with strong operational and leadership skills.

You will bring:

• Previous experience leading customer service, contact centre, shared services, or operations teams.
• A proven ability to manage performance through KPIs and service metrics.
• Strong coaching, mentoring, and people development skills.
• Excellent communication and stakeholder management capabilities.
• Strong problem-solving skills and the confidence to make informed decisions.
• The ability to work effectively in a fast-paced, customer-focused environment.
• Experience working across multiple countries, cultures, or languages is highly desirable.
• Fluency in English; additional European languages are an advantage - ideally French.
• A continuous improvement mindset and a passion for driving positive change.

What We Offer:

• Attractive base salary with an annual bonus opportunity.
• Comprehensive benefits package, including: 3 days of paid volunteering leave each year. 2 additional annual leave days after completing a full calendar year with the company. Financial bonus to support a two-week holiday break.
• LuxMed private medical insurance.
• Multisport Card.
• Transportation allowance of 110 PLN net per month.
• Employee Capital Plan (PPK).
• Employee Investment Plan.
• A supportive and collaborative international environment where you can grow your career and make a real impact.
• Opportunities for professional development, leadership growth, and continuous learning.
• The chance to lead a diverse European team and contribute to delivering an exceptional customer experience across the region.