Customer Service Team Leader

We’re hiring a Customer Service Team Leader to manage and develop a compact team of Customer Service Specialists. You will translate the Customer Care vision into day-to-day execution, ensure high-quality service delivery, drive local process improvements, and represent the customer voice within PayU at a regional level.

• Lead, coach and motivate a team of customer service professionals across the region.
• Oversee daily operations: workload distribution, shift planning, case handling and SLA adherence.
• Monitor KPIs and performance; produce regular operational reports and take corrective actions.
• Handle escalations and complex customer issues; escalate cross-functional problems as needed.
• Collect and analyze customer feedback; propose and implement local improvements to processes and tools.
• Run team training, 1:1s, performance reviews and development plans.
• Collaborate with regional stakeholders (Sales, Product, Ops) to ensure smooth issue resolution.

• 2+ years’ experience leading or supervising a small customer service team (5–15 people).
• Experience in customer-facing operations (payments or banking industry experience is a plus).
• Good working knowledge of KPIs, SLAs and performance management
• Strong operational and organizational skills.
• Strong leadership, communication and stakeholder management skills
• Customer-first mindset with an analytical, data-driven approach to improvements
• Good command of English and fluency in Polish.
• Results-oriented, resilient and adaptable.

• Full-time employment under a contract of employment.
• Benefits: ability to develop one’s own package in MyBenefit system.
• Possibility to work in a hybrid model.
• Friendly work atmosphere in a cooperation-driven team, that will support you everyday.
• Work in an international organization operating in a rapidly changing industry.
• Work in an international environment where you work with foreign languages on an everyday basis.