Team Leader

Ryanair Group Holdings; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Staff travel discounts

Brand-new operations centre

Career development

Job summary

Ryanair Group Holdings in Warsaw is seeking a Team Leader to guide a team of Customer Service Specialists as we launch a new AI-enabled operations centre. You will coach, mentor, and coordinate with cross-functional teams to deliver exceptional digital customer support.

The role emphasizes data-driven performance, hands-on leadership, and flexible shifts, including evenings and weekends, with the opportunity to shape the future of customer experience at Europe’s largest airline group.

Qualifications

• Min 2 years’ experience in a Team Lead or managerial role within a fast-paced, customer-focused operation (digital experience a big plus).
• Strong communication skills in English and Polish (additional languages welcome).
• 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.

Responsibilities

• Lead and inspire a team of Customer Service Specialists 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.

Skills

Team leadership

English & Polish

Coaching

Digital literacy

Calm under pressure

Service design

Shift flexibility

Work eligibility Poland

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 you toBe 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 CS Specialists , 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.

Job Description

• Lead and inspire a team of Customer Service Specialist 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.

Qualifications

• Min 2 years’ experience in a Team Lead or managerial role within a fast-paced, customer-focused operation (digital experience a big plus).
• Strong communication skills in English and Polish (additional languages welcome).
• 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.

Additional Information

What we offer

• A collaborative, high-performance workplace with modern tools and technology.
• Competitive salary and benefits package.
• Deep discounts on Ryanair staff travel across our entire network.
• A key leadership role in one of Europe’s most innovative support centres.
• Career development in a fast-growing, AI-enhanced operation.