Remote Customer Service Team Lead

U.S. Bank; Poland; On-site; PLN 90,000 - 120,000; Full time

Job summary

U.S. Bank / Elavon is seeking a supervisory professional to lead a customer service team in a remote, home-based role in Poland.

You will monitor KPIs, manage resources, and drive performance improvements while ensuring customer satisfaction and operational excellence. The role requires at least 2 years in a supervisory position, fluent Polish and English, and strong leadership, communication, and organizational skills.

Qualifications

• Fluent knowledge of Polish and English.
• Knowledge of Italian/Dutch or French – nice to have.
• Previous experience in a Customer service area.
• Min. 2 years of experience as Supervisor or Supervisor back up.
• Has proven leadership track record.
• Excellent communication and interpersonal skills.
• Strong customer service focus; demonstrated ability to understand the customer’s business, issues and needs, proactively responding to customer requirements.
• Strong leadership skills.
• Excellent organizational, time-management skills.
• Flexible approach to working hours

Responsibilities

• Support team members with questions around daily operations.
• Manages team resources; coordinates leave, manages breaks and re-assigns responsibilities during team member absences.
• Monitor the KPI's and SLA's and take necessary actions if these are not met.
• Provide feedback to the Manager around the performance of team members and suggest on competencies of individual team members that need to be further developed.
• Handles all queries with the best interest of both the Company and the Customer.
• Managing Customer expectations and resolving complaints.
• Build relationships with all areas in and outside of Operations to achieve the best result for our Customer.
• Performing monthly and annual representatives' appraisals.
• Responsible for interviewing and hiring customer representatives.

Skills

Polish language

English language

Leadership

Customer service

Communication skills

Job description

U.S. Bank / Elavon is seeking a supervisory professional to lead a customer service team in a remote, home-based role in Poland.

You will monitor KPIs, manage resources, and drive performance improvements while ensuring customer satisfaction and operational excellence. The role requires at least 2 years in a supervisory position, fluent Polish and English, and strong leadership, communication, and organizational skills.