Team Leader, Customer Experience (Czech language)

Allegro; Poland; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Medical benefits

Lunch program

Training budget

Volunteer day

Spin Kilometers & company events

Job summary

Allegro in Poland is seeking a senior leader to manage a team of Advisors based in the Czech Republic. You will drive customer loyalty by guiding performance, coaching staff, and aligning CX activities with strategic goals.

The role emphasizes data-driven decisions, KPI tracking, and cross-functional collaboration to deliver outstanding service. The ideal candidate has strong leadership, fluent Czech, business English (B2), and in-depth knowledge of CX metrics.

Qualifications

• Leadership experience in managing teams, ideally in omnichannel customer service environments.
• Fluent Czech and strong business English (B2) required.
• Deep knowledge of CX metrics (NPS, FCR, efficiency, contact rate) and translating them into team actions.
• Experience with Allegro platform or e-commerce landscape is a plus.

Responsibilities

• Lead a team of Advisors based in the Czech Republic to build relationships and customer loyalty.
• Oversee performance metrics and coach team members for growth and development.
• Advocate for the customer and integrate their needs into team processes and projects.
• Align day-to-day operations with CX strategy and hit financial KPIs.
• Organize onboarding and training for new hires and manage daily workflows.
• Foster an inclusive, collaborative culture with open communication.

Skills

Team leadership

Czech language

English (B2)

CX metrics

KPI knowledge

Stakeholder management

Job description

Your main responsibilities:

• Team Leadership: Manage a team of Advisors based in the Czech Republic, using your leadership skills to build strong relationships, foster trust, and drive customer loyalty
• Performance & Growth: Oversee performance metrics and support employee development through regular coaching, mentoring, and continuous skill building
• Customer Advocacy: Act as a voice of the customer, ensuring their needs are deeply integrated into team processes and ongoing projects
• Strategy Alignment: Cascade operational and business goals to the team in line with the broader CX strategy, collaborating with Managers and Leaders to hit financial KPIs
• Daily Operations: Organize day-to-day team workflows, as well as the onboarding and training process for new hires
• Culture & Communication: Create and maintain an inclusive, collaborative environment built on open communication

This is the right job for you if you:

• Languages: Are fluent in Czech and have strong business communication skills in English (B2)
• Leadership Experience: Have a solid, practical background in team management and leadership, ideally within an omnichannel customer service environment
• Role Model & Interpersonal Skills: Set an example in professional etiquette, with a natural ability to build strong relationships, inspire trust, and engage people
• E-commerce & Market Knowledge: Have excellent knowledge of the Allegro platform and the e-commerce landscape (experience in the Delivery / Logistics market is a strong plus)
• Data-Driven & KPI Knowledge: Understand key CX metrics (e.g. NPS, FCR, efficiency and contact rate) and know how to translate them into actionable team outcomes using your analytical skills
• Solution-Oriented Mindset: Take a process-driven approach, focusing on finding solutions rather than roadblocks to meet both customer and stakeholder expectations
• Adaptability & Initiative: Show high initiative, proactive problem-solving, and the ability to thrive in a fast-changing environment

What we offer:

• Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).
• A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).
• English classes paid for by us.
• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.
• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.
• Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.

#goodtobehere means that:

• You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.
• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.
• You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.
• You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.