Team Leader

Ryanair Group Holdings; Warszawa; On-site; PLN 90,000 - 140,000; Full time

Benefits offered by this job

Deep staff travel discounts

Job summary

Ryanair Group Holdings in Warsaw is creating a brand-new Customer Operations Centre and seeks a Team Leader to guide a team of Customer Service Specialists. You will drive performance using dashboards, analytics, and AI-powered reporting, while coaching sessions and huddles blend human insight with data-driven action.

The role focuses on managing escalations, collaborating with operations and AI teams, and delivering seamless digital customer experiences in a fast-paced environment.

Qualifications

• Min 2 years in a Team Lead or managerial role within a fast-paced customer-focused operation.
• Strong communication skills in English and Polish.
• Proven ability to coach, support, and energise high-performing teams.
• High level of digital literacy and comfort with customer service platforms and analytics tools.
• Calm, solutions-focused mindset when handling escalations or peak periods.

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 blending human insight with data-driven action.
• Handle complex escalations requiring empathy, judgment, and decision-making.
• Collaborate with operations, workforce planning, and AI product teams to refine support processes and bot-human handovers.
• Maintain high customer satisfaction by turning digital interactions into positive experiences.
• Contribute to a culture of continuous learning, adaptability, and innovation.

Skills

Team leadership

Customer service

English Polish fluency

Digital analytics

Shift flexibility

Tools

Analytics tools

AI reporting tools

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.