Team Leader, Customer Experience (Czech language)

Allegro.eu S.A.; Poznań; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Office perks

English classes

Training budget

Volunteer day

Company events

Job summary

Allegro.eu S.A. in Poznań is seeking a Team Leader for Customer Experience focused on the Czech language. You will lead Advisors in the Czech Republic/Slovakia, drive performance, and champion customer needs in a fast-scaling e-commerce environment.

You will cascade CX strategy, coach and mentor the team, and ensure KPI-driven results while managing onboarding and daily workflows. This role offers growth opportunities within a multilingual, high-energy marketplace platform.

Qualifications

• Fluent Czech with strong business English communication
• Proven leadership and coaching experience in a multi-channel customer service environment
• Strong understanding of e-commerce and CX metrics is a plus

Responsibilities

• Lead a team of Advisors based in the Czech Republic, fostering trust and driving customer loyalty
• Oversee performance metrics, coaching, and continuous skill development
• Advocate for customer needs by embedding their voice into team processes and projects
• Align daily operations and onboarding with the CX strategy and KPIs
• Organize day-to-day workflows and training for new hires
• Cultivate an inclusive, collaborative team culture with open communication

Skills

Czech language

English (B2)

Leadership

Customer service

E-commerce knowledge

Data analysis

Job description

Team Leader, Customer Experience (Czech language)

Ready to lead a high-performing CX team in a fast-scaling e-commerce environment? We are looking for a Team Leader to empower our Advisors in the Czech Republic/Slovakia, elevate team performance, and advocate for our customers’ needs. Step in, make a real impact on our operations, and grow your career with Allegro!

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.

And that's just the beginning! You can read more about the benefits here

#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.