CX Team Lead (Czech) — Lead & Elevate Customer Experience

Allegro; Poland; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Medical benefits

Lunch program

Training budget

Volunteer day

Spin Kilometers & company events

Job summary

Allegro in Poland is seeking a senior leader to manage a team of Advisors based in the Czech Republic. You will drive customer loyalty by guiding performance, coaching staff, and aligning CX activities with strategic goals.

The role emphasizes data-driven decisions, KPI tracking, and cross-functional collaboration to deliver outstanding service. The ideal candidate has strong leadership, fluent Czech, business English (B2), and in-depth knowledge of CX metrics.

Qualifications

• Leadership experience in managing teams, ideally in omnichannel customer service environments.
• Fluent Czech and strong business English (B2) required.
• Deep knowledge of CX metrics (NPS, FCR, efficiency, contact rate) and translating them into team actions.
• Experience with Allegro platform or e-commerce landscape is a plus.

Responsibilities

• Lead a team of Advisors based in the Czech Republic to build relationships and customer loyalty.
• Oversee performance metrics and coach team members for growth and development.
• Advocate for the customer and integrate their needs into team processes and projects.
• Align day-to-day operations with CX strategy and hit financial KPIs.
• Organize onboarding and training for new hires and manage daily workflows.
• Foster an inclusive, collaborative culture with open communication.

Skills

Team leadership

Czech language

English (B2)

CX metrics

KPI knowledge

Stakeholder management

Job description

Allegro in Poland is seeking a senior leader to manage a team of Advisors based in the Czech Republic. You will drive customer loyalty by guiding performance, coaching staff, and aligning CX activities with strategic goals.

The role emphasizes data-driven decisions, KPI tracking, and cross-functional collaboration to deliver outstanding service. The ideal candidate has strong leadership, fluent Czech, business English (B2), and in-depth knowledge of CX metrics.