Team Leader

Ryanair - Europe's Favourite Airline; Warszawa; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Collaborative workplace with modern tools

Competitive salary and benefits

Career development opportunities

AI-enhanced operation career growth

Job summary

A major European airline is seeking a Team Leader to manage a team of Chat Escalation Agents. The ideal candidate will have 1–2 years of managerial experience in a customer-focused environment and strong communication skills. You will oversee team performance and handle complex customer escalations, contributing to a culture of innovation and high customer satisfaction. This position offers a competitive salary and the opportunity for career development in a rapidly growing operation.

Qualifications

• 1–2 years' experience in a Team Lead or managerial role.
• Experience in a fast-paced, customer-focused operation.
• Flexibility to work shifts including evenings and weekends.
• Eligibility to work in Poland with required clearance.
• Flexible to work shifts, including evenings and weekends.
• Eligible to work in Poland with references and police clearance.

Responsibilities

• Lead and inspire a team of Chat Escalation Agents.
• Drive performance using dashboards and analytics tools.
• Handle complex escalations with empathy.
• Collaborate with various teams to refine support processes.
• Collaborate with operations and AI teams to refine processes and bot-human handovers.
• Maintain high customer satisfaction by turning digital interactions into positive experiences.

Skills

Strong communication skills

Team management

Digital customer service

Crisis management

Tools

Analytics tools

Customer service platforms

Job description

Overview

Join to apply for the Team Leader role at Ryanair - Europe\'s Favourite Airline.

Ryanair are currently recruiting for a Team Leader to join Europe’s Largest Airline Group. This is an excellent time to join Ryanair as we grow to over 800 aircraft and 300m guests per year within the next 10 years. You will guide a team of Chat Escalation Agents, managing seamless handovers from bots to humans, and ensuring every customer interaction hits the mark. This role focuses on 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, a Phone Screen, and attend an in-person assessment day, which includes an interview. If successful, training courses start 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. Digital experience is a big plus.
• Strong communication skills in English. 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.

Benefits

• 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.

Competencies

• Communication
• People Management
• Customer Service

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology
• Industries
• Airlines and Aviation