Remote Customer Support Team Lead - SaaS & Growth

UNIT4 NV; Wrocław; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Culture of trust

Flexible leave & remote work

Growth opportunities

Mentors and role models

Sustainability initiatives

Inclusive environment

Job summary

Unit4 is seeking a Customer Support Team Leader to drive a high-performing team and deliver exceptional customer service in a fast-growing cloud ERP environment. You will coach, motivate and develop team members, prioritize cases, own escalations, monitor performance, conduct reviews and participate in hiring while aligning with SLA/KPI targets and ISO/BS standards.

This role requires strong leadership across geographically diverse teams, collaboration with multiple departments, and a passion

Qualifications

• Experience leading a geographically distributed team with demanding schedules.
• Experience as a Team Leader/Manager in a SaaS software business.
• Ability to interact with people at all levels and manage multiple priorities.
• Excellent data reporting, presentation, and communication skills.
• Clear focus on customers, performance and results.

Responsibilities

• Lead and guide your team with strong, effective leadership.
• Motivate, coach and develop team members to reach potential.
• Prioritize support cases in line with agreed parameters for efficient resolution.
• Own customer escalations, resolve issues promptly and perform root cause analysis.
• Monitor and report team performance; identify and implement improvements.
• Conduct 1:1 reviews and oversee performance development plans.
• Oversee monthly and annual performance reviews.
• Manage outstanding cases with up-to-date resolution plans.
• Plan and manage resources to meet forecasted demand and changes.
• Lead or participate in hiring, onboarding and induction.
• Collaborate across teams to resolve cross-functional issues.
• Support Unit4 SaaS transition and drive continuous improvements.
• Promote a culture of continuous improvement and track success.
• Drive SLA and KPI achievement and communicate SMART objectives.
• Ensure compliance with policies, procedures and ISO/BS standards.

Skills

Team leadership

Coaching & development

Performance management

Root cause analysis

Stakeholder communication

Job description

Unit4 is seeking a Customer Support Team Leader to drive a high-performing team and deliver exceptional customer service in a fast-growing cloud ERP environment. You will coach, motivate and develop team members, prioritize cases, own escalations, monitor performance, conduct reviews and participate in hiring while aligning with SLA/KPI targets and ISO/BS standards.

This role requires strong leadership across geographically diverse teams, collaboration with multiple departments, and a passion