Team Leader

Ryanair Ltd.; Warszawa; On-site; PLN 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary and benefits package

Career development in a fast-growing operation

Job summary

A leading airline group is seeking Team Leaders for their new Customer Operations Centre in Warsaw. You will guide Chat Escalation Agents, ensuring excellent customer interactions and leveraging digital support tools. The role requires a passion for tech-enabled support and a collaborative mindset. Candidates should have experience in team management and strong communication skills in English. This offers a competitive salary and a chance for career development.

Qualifications

• 1–2 years’ experience in a Team Lead or managerial role within a fast-paced, customer-focused operation.
• Strong communication skills in English; additional European language is a plus.
• Proven ability to coach, support, and energise high-performing teams.

Responsibilities

• Lead and inspire a team of Chat Escalation Agents to deliver excellent customer outcomes.
• Drive performance using live dashboards, analytics, and AI-powered reporting tools.
• Handle complex escalations that require human empathy and decision-making.

Skills

Team leadership

Strong communication in English

Digital literacy

Crisis management

Job description

Ryanair are currently recruiting fora Team Leadersto join Europe’s Largest Airline Group.

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years.

These brand new roles will allow youBe part of something smarter. Faster. Bolder. as we are taking customer support to the next level. As we build a brand-new, cutting-edge Customer Operations Centre in Warsaw, we’re looking for Team Leaders, you’ll guide a team of Chat Escalation Agents, managing seamless handovers from bots to humans, and making sure every customer interaction hits the mark.
This is more than just managing a team. It’s about championing a smart, tech-enabled support model that blends performance data, customer insights, and a digital-first mindset to elevate the Ryanair experience for millions.

As part of the application process, you will be required to complete an

• Online Assessment
• Phone Screen, and,
• Attend an in-person assessment day, which includes an interview

If successful we have training courses starting from August 2025!

Please submit all resumes in ENGLISH only!

Responsibilities

• Lead and inspire a team of Chat Escalation Agents to deliver excellent customer outcomes via digital channels.
• Drive performance using live dashboards, analytics, and AI-powered reporting tools.
• Own team huddles, coaching sessions, and one-to-ones that blend human insight with data-driven action.
• Handle complex escalations that require human empathy, judgment, and decision-making.
• Collaborate with operations, workforce planning, and AI product teams to refine support processes and bot-human handovers.
• Keep customer satisfaction high by turning digital interactions into seamless, positive experiences.
• Contribute to a culture of continuous learning, adaptability, and innovation.

Requirements

• 1–2 years’ experience in a Team Lead or managerial role within a fast-paced, customer-focused operation. Candidates with digital experience is a big plus
• Strong communication skills in English. Candidates who speak Polish or an additional European language would be highly desirable
• Proven ability to coach, support, and energise high-performing teams.
• High level of digital literacy and comfort using modern customer service platforms and analytics tools.
• A calm, solutions-focused mindset when managing escalations or peak periods.
• Passion for smart service design and tech-enabled support.
• Flexibility to work shifts, including evenings and weekends.
• Eligibility to work in Poland, including police clearance and references.
• A collaborative, high-performance workplace with modern tools and technology.
• Competitive salary and benefits package.
• A key leadership role in one of Europe’s most innovative support centres.
• Career development in a fast-growing, AI-enhanced operation.