Customer Experience Team Lead

IG Group

Kraków, Poland
Base: starting from 10 000 pln; bonus/equity: not ...
Hybrid
Customer service management
Team performance monitoring
Escalation point for complex cases
Lead and develop one of IG Group’s customer service teams, ensuring delivery of exceptional support to our customer base, while driving operational excellence and team performance

Job Summary

  • Lead and develop one of IG Group’s customer service teams, ensuring delivery of exceptional support to our customer base, while driving operational excellence and team performance.
  • Serve as an escalation point for more complex queries before escalation to higher tiers or senior colleagues and make autonomous decisions on resolutions, refunds, and policy exceptions within defined authority.
  • We offer a competitive salary & benefits plan, including additional days off for your Birthday and voluntary work, Share Plans for Employees, and comprehensive onboarding.

Matching Summary

Lead and develop one of IG Group’s customer service teams, ensuring delivery of exceptional support to our customer base, while driving operational excellence and team performance.

Salary

Base: starting from 10 000 PLN; Bonus/Equity: Not specified; Benefits: Competitive salary & benefits plan

Skills & Requirements

Must-have

  • Customer service management
  • Team performance monitoring
  • Escalation point for complex cases
  • Quality assurance processes
  • Financial markets understanding
  • Regulatory requirements alignment

Nice-to-have

  • Motivating and developing teams
  • Coaching and mentoring
  • Change management leadership
  • Process optimization experience
  • Stakeholder management skills
  • Creative problem solver

Key Requirements

  • 2+ years managing in-person and remote team members
  • Proven track record managing performance in KPI-driven environments
  • Demonstrated success in complaint resolution
  • Good understanding of local consumer rights
  • Fluency in English

Work Rights

Not specified

Tailored Resume

Cover Letter