Remote Team Lead – Customer Ops & Quality

Aceolution; Warszawa; Hybrid; PLN 123,000 - 190,000; Full time

Benefits offered by this job

Company laptop and required systems

Job summary

Aceolution is seeking a hands-on Team Leader to manage a remote customer service and document verification team for a leading mobility platform. You will own daily operations, coach staff and report to clients, while driving continuous process improvements and quality standards.

Start date is September 2026. This is a full-time role based in Poland with remote work and optional in-person meetings; occasional hybrid arrangements may be possible.

Qualifications

• Experience as Team Leader or senior operations specialist in KPI-driven environments.
• Experience monitoring performance against quality, productivity, KPI or SLA targets.
• Hands-on coaching, onboarding and process-change support.

Responsibilities

• Plan, organize and coordinate daily work of the agent team.
• Allocate tasks based on workload and deadlines while ensuring coverage.
• Monitor quality, productivity, utilization, KPI and SLA results.
• Review accuracy of document/data verification and ensure records align with procedures.
• Prepare weekly reports and translate performance data into recommendations.
• Provide regular feedback, coaching and onboarding for new staff.
• Organize onboarding, training, knowledge checks and ongoing support.
• Act as contact for complex cases and client escalations; document actions and next steps.
• Identify recurring errors and risks; escalate under proper procedures.
• Cooperate with QA, PM, HR for quality calibration and process updates.
• Implement approved SOP changes and verify application.
• Maintain schedules, notes, training records and team documentation.
• Ensure GDPR, confidentiality and data-minimization compliance.
• Support operational tasks to maintain continuity.

Skills

Team Leadership

Performance Monitoring

Coaching & Onboarding

Client Communication

KPI/SLA Focus

Jira/Confluence

Google Workspace

English Proficiency

Polish Proficiency

Data Analysis

Education

Higher education in management, law, business, administration or related field

Tools

Jira

Confluence

Google Workspace

Job description

Aceolution is seeking a hands-on Team Leader to manage a remote customer service and document verification team for a leading mobility platform. You will own daily operations, coach staff and report to clients, while driving continuous process improvements and quality standards.

Start date is September 2026. This is a full-time role based in Poland with remote work and optional in-person meetings; occasional hybrid arrangements may be possible.