German-Speaking Team Leader, Customer Support

Capgemini; Kraków; Hybrid; PLN 150,000 - 190,000; Full time

Benefits offered by this job

Medical care (Medicover)

Private life insurance

Sports card

Capgemini Helpline for wellbeing

Education-first language platform & Ud

Hybrid work model

Home office package

Job summary

Capgemini Kraków is seeking a Team Leader for the Customer Support team. You will lead, coordinate, and motivate a group to achieve service levels, quality, and customer satisfaction while coaching team members and ensuring escalation handling.

Proficiency in German and English at C1 is required, along with strong leadership and people management skills. The role offers a hybrid work model in Kraków, with opportunities to develop in a collaborative global environment and access to Capgemini’s

Qualifications

• Previous experience as a Team Leader or Supervisor in a Customer Support environment.
• Fluent German and English at C1 level, written and spoken.
• Strong leadership, coaching and people management skills.
• Excellent customer focus and ability to handle escalated situations.
• Good analytical ability to review performance data and identify improvements.
• Ability to work in a fast-paced support environment while maintaining quality and compliance.

Responsibilities

• Lead, supervise, and motivate a team of Customer Support Representatives to meet service levels and targets.
• Monitor daily operations, allocate tasks, and ensure timely resolution of inquiries and escalations.
• Provide coaching and performance feedback through regular discussions and reviews.
• Track KPIs like response time, resolution rate, quality score, and customer satisfaction.
• Collaborate with internal stakeholders to resolve issues and improve service delivery.

Skills

Team leadership

German (C1)

English (C1)

Customer focus

People management

Coaching

Analytical skills

Tools

CRM systems

MS Office

Job description

Capgemini Kraków is seeking a Team Leader for the Customer Support team. You will lead, coordinate, and motivate a group to achieve service levels, quality, and customer satisfaction while coaching team members and ensuring escalation handling.

Proficiency in German and English at C1 is required, along with strong leadership and people management skills. The role offers a hybrid work model in Kraków, with opportunities to develop in a collaborative global environment and access to Capgemini’s