Team Leader, AI-Driven Customer Support

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 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.