European CS Team Lead – People & Performance

CHEP Polska Sp. z o.o.; Polska; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Volunteering leave (3 days/year)

Additional 2 days leave after 12m

Holiday bonus

LuxMed private medical insurance

Multisport Card

Transportation allowance 110 PLN net/月

PPK (Employee Capital Plan)

Employee Investment Plan

Job summary

CHEP Polska Sp. z o.o. in Poland is seeking a Customer Service Team Leader to lead a multilingual European team, delivering an exceptional customer experience and driving operational excellence.

You will coach a team of Customer Service Executives, manage KPIs, collaborate with Sales, Finance, and Operations, and foster a culture of continuous improvement and inclusion.

The role offers a hybrid work model, competitive salary, and a comprehensive benefits package.

Qualifications

• Previous experience leading customer service, contact centre, or operations teams.
• 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 ability to make informed decisions.
• Experience working across multiple countries, cultures, or languages is highly desirable.

Responsibilities

• Lead, coach, and develop a team of Customer Service Executives to achieve strong performance and career growth.
• Drive customer satisfaction, service quality, productivity, and operational KPIs.
• Manage day-to-day service operations and balance workloads across the team.
• Act as an escalation point for complex customer issues and support timely resolution.
• Monitor performance metrics and implement actions to improve service levels.
• Ensure compliance with company policies, processes, and service standards.
• Collaborate with Sales, Supply Chain, Finance, and other internal stakeholders to deliver a seamless customer experience.
• Support process improvements and transformation initiatives that increase efficiency and customer satisfaction.
• Identify training and development opportunities to build team capability.
• Create a positive, inclusive, and accountable team culture focused on customer success.

Skills

Leadership

Coaching

Communication

Stakeholder management

Problem solving

Cross-country experience

English fluency

Job description

CHEP Polska Sp. z o.o. in Poland is seeking a Customer Service Team Leader to lead a multilingual European team, delivering an exceptional customer experience and driving operational excellence.

You will coach a team of Customer Service Executives, manage KPIs, collaborate with Sales, Finance, and Operations, and foster a culture of continuous improvement and inclusion.

The role offers a hybrid work model, competitive salary, and a comprehensive benefits package.