Regional Customer Service Manager (EMEA)

O naszym kliencie

The employer is a well-established global organisation providing innovative solutions and services. The company is known for offering a supportive working environment and opportunities for professional growth.

• Lead and manage customer service 1st line support teams to deliver exceptional service levels (70+ FTEs, indirectly through leaders and supervisors).
• Develop and implement strategies to optimise operational efficiency, customer satisfaction, and regional hub development.
• Monitor and analyse KPIs to assess team performance, customer success management and secure deliverables.
• Coordinate with cross-functional internal teams (e.g. Tech, Sales, Admin) to resolve customer issues effectively.
• Manage resources allocation, operational stability and talent growth.
• Prepare and present performance reports to senior management.

Profil kandydata

A successful Regional Customer Service Manager should have:

• Proven leadership experience in leading large teams within high-paced multi-channel customer service or a related environment.
• Strong knowledge of customer service processes and performance metrics.
• Excellent problem-solving and decision-making skills.
• Proficiency in managing and developing teams, including junior members.
• Strong communication and interpersonal skills to work collaboratively with cross-functional internal teams.
• Fluency in English, both written and spoken.
• Strong team-oriented mindset with a genuine belief in shared responsibility.
• Willingness to take a hands-on approach and support the team operationally when needed.
• Openness to stepping in during emergencies or high-workload periods.
• Amition to lead by example rather than lead by title.

Not mandatory, but nice to have:

• Background in driving multi-channel call center operations and/or SSC/BPO teams during transition/transformation phase.
• Running teams working with CRM and ticketing systems (e.g. Salesforce).

• Competitive annual salary ranging from 240000 PLN to 315000 PLN + bonus.
• Extensive additional benefits package.
• Work in a large organisation with a supportive and professional environment.
• Convenient location in Wroclaw.

If you are ready to take on this exciting opportunity as a Regional Customer Service Manager in Wroclaw, we encourage you to apply today.