Team Lead

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 looking for a hands-on Team Leader to manage a remote team responsible for customer service operations, document verification and processing for a leading mobility platform. The role combines daily operational ownership, performance management, quality assurance, coaching, client communication and continuous process improvement.

Location: Warsaw

Start Date: September 2026

Contract Type: Full-time employment under an indefinite-term employment agreement

Working Hours: Monday to Friday, 08:00–16:00

Work Mode: Remote work from an agreed location in Poland, with occasional in-person meetings/training arranged in advance (OR) Voluntary Hybrid (Any 2 days)

Devices will be Provided to you (Company laptop and required systems access)

Key Responsibilities

• Plan, organize and coordinate the daily work of the agent team.
• Allocate tasks according to workload, competence, priorities and deadlines while ensuring operational coverage.
• Monitor individual and team quality, productivity, utilization, timeliness, KPI and SLA results.
• Review the accuracy of document and data verification and ensure electronic records are consistent with source information and procedures.
• Prepare reliable weekly reports, maintain operational trackers and translate performance data into clear recommendations.
• Provide regular feedback, coaching and development support to team members.
• Organize onboarding, process training, knowledge checks and ongoing support for new employees.
• Act as a point of contact for complex cases and client escalations; document the issue, actions taken, impact and recommended next steps.
• Identify recurring errors, process gaps, risks, suspected abuse and security incidents, and escalated them under the applicable procedure.
• Cooperate with Quality Assurance, project management, HR and other stakeholders on quality calibration, complaints, workflow updates and corrective actions.
• Implement approved SOP changes, communicate them to the team and verify correct application.
• Maintain schedules, reports, meeting notes, training records and other team documentation.
• Ensure compliance with GDPR, confidentiality, data-minimization, access-control and information-security requirements.
• Support operational tasks directly when necessary to maintain continuity, resolve escalations or verify a process.

What We Are Looking For

• Experience as a Team Leader, Subject Matter Expert, senior operations specialist or similar role in customer service, document/data verification, content operations or another KPI-driven environment.
• Demonstrated experience monitoring performance against quality, productivity, utilization, KPI or SLA targets.
• Hands-on experience coaching colleagues, onboarding new hires and supporting teams through workflow or procedure changes.
• Strong ownership of recurring operational processes, trackers and client-facing reports.
• Ability to consolidate open questions and edge cases, coordinate clarifications and manage escalations in a structured manner.
• Practical experience with Jira, Confluence, Google Workspace or comparable task- and knowledge-management tools.
• Strong analytical skills and the ability to turn performance data and recurring issues into practical improvements.
• Clear, professional communication with employees, managers and clients.
• English at C1 level or equivalent working proficiency; Polish at B1 level or higher.
• Higher education in management, law, business, administration or a related field is an advantage.
• Ukrainian or Russian language skills are an advantage where relevant to team communication.
• Experience working in an international or remote environment is preferred. Visible ownership of team performance, quality, reporting and process improvement. Cooperation with an international client and cross-functional stakeholders.
• The opportunity to develop leadership experience in a structured customer service and verification operation.