Customer Experience Team Lead

IG Group

Starting from 10 000 pln; final offer based on exp...
Hybrid
2+ years customer service management experience
Proven track record managing kpi-driven teams
Strong understanding of local consumer rights
The role involves leading a team of Customer Success Associates while serving as the primary escalation point for complex trading queries

Job Summary

  • The role involves leading a team of Customer Success Associates while serving as the primary escalation point for complex trading queries.
  • Candidates must demonstrate strong coaching capabilities and the ability to manage performance against productivity and quality targets.
  • The company offers a hybrid working model, competitive salary, and extensive benefits including birthday leave and volunteer days.

Matching Summary

The role involves leading a team of Customer Success Associates while serving as the primary escalation point for complex trading queries.

Salary

Starting from 10 000 PLN; Final offer based on experience; Competitive salary & benefits plan

Skills & Requirements

Must-have

  • 2+ years customer service management experience
  • Proven track record managing KPI-driven teams
  • Strong understanding of local consumer rights
  • Fluency in English written and verbal
  • Experience with complaint resolution and dispute management

Nice-to-have

  • Knowledge of Intercom or Genesys platforms
  • Experience with complex financial products
  • Degree in finance or business preferred
  • Ability to identify vulnerable customers
  • Creative problem solving skills

Key Requirements

  • Minimum 2 years relevant customer service management experience
  • Demonstrated success in complaint resolution and dispute management
  • Good understanding of local consumer rights and financial regulations
  • Fluency in English (written and verbal)

Work Rights

Not specified

Tailored Resume

Cover Letter