Remote Customer Support Team Lead - Growth & Impact

Unit4; Wrocław; On-site; PLN 180,000 - 240,000; Full time

Job summary

Unit4 in Wroclaw, Poland is seeking a Customer Support Team Leader to guide a high-performing team and deliver exceptional service in a fast-growing SaaS environment. You will coach, prioritize, own escalations, and collaborate with cross-functional teams to resolve complex issues while driving continuous improvement and SLA/KPI achievement.

This role emphasizes data-driven leadership and a customer-first mindset.

Qualifications

• Experience leading a geographically dispersed team with demanding schedules.
• Prior SaaS team leadership experience preferred.
• Strong relationship-building across levels; multitasking.
• Excellent data reporting, presentation, and communication skills.
• Clear focus on customers, performance, and results.
• High initiative and responsibility; self-reliant.

Responsibilities

• Lead and guide a geographically distributed team with strong leadership.
• Motivate, coach, and develop team members to their full potential.
• Prioritize support cases and ensure efficient resolution.
• Own customer escalations, perform root-cause analysis.
• Monitor team performance and drive improvements.
• Conduct 1:1 reviews and manage performance processes.
• Plan resources to meet forecasted demand.
• Participate in hiring and onboarding for new staff.
• Collaborate across teams to resolve complex issues.
• Support transition to SaaS and drive process improvements.
• Drive SLA/KPI achievement and SMART objectives.
• Ensure compliance with policies and ISO/BS standards, including information security.

Skills

Leadership

Team management

SaaS experience

Data reporting

Customer focus

Tools

ServiceNow

ITIL

ERP / ERPx

Job description

Unit4 in Wroclaw, Poland is seeking a Customer Support Team Leader to guide a high-performing team and deliver exceptional service in a fast-growing SaaS environment. You will coach, prioritize, own escalations, and collaborate with cross-functional teams to resolve complex issues while driving continuous improvement and SLA/KPI achievement.

This role emphasizes data-driven leadership and a customer-first mindset.