Customer Service Team Lead - Hybrid, Growth & Coaching

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

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.