CX Team Lead (Czech) — Empower Advisors & Elevate CX

Allegro.eu S.A.; Poznań; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Office perks

English classes

Training budget

Volunteer day

Company events

Job summary

Allegro.eu S.A. in Poznań is seeking a Team Leader for Customer Experience focused on the Czech language. You will lead Advisors in the Czech Republic/Slovakia, drive performance, and champion customer needs in a fast-scaling e-commerce environment.

You will cascade CX strategy, coach and mentor the team, and ensure KPI-driven results while managing onboarding and daily workflows. This role offers growth opportunities within a multilingual, high-energy marketplace platform.

Qualifications

• Fluent Czech with strong business English communication
• Proven leadership and coaching experience in a multi-channel customer service environment
• Strong understanding of e-commerce and CX metrics is a plus

Responsibilities

• Lead a team of Advisors based in the Czech Republic, fostering trust and driving customer loyalty
• Oversee performance metrics, coaching, and continuous skill development
• Advocate for customer needs by embedding their voice into team processes and projects
• Align daily operations and onboarding with the CX strategy and KPIs
• Organize day-to-day workflows and training for new hires
• Cultivate an inclusive, collaborative team culture with open communication

Skills

Czech language

English (B2)

Leadership

Customer service

E-commerce knowledge

Data analysis

Job description

Allegro.eu S.A. in Poznań is seeking a Team Leader for Customer Experience focused on the Czech language. You will lead Advisors in the Czech Republic/Slovakia, drive performance, and champion customer needs in a fast-scaling e-commerce environment.

You will cascade CX strategy, coach and mentor the team, and ensure KPI-driven results while managing onboarding and daily workflows. This role offers growth opportunities within a multilingual, high-energy marketplace platform.