Team Leader — AI-Driven Customer Support

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 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.