Customer Support Team Leader – m/f/d

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Booksy

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

💄 Beauty

🧘 Wellness

☁️ SaaS

💰 $70M Series C on 2021-01

Beauty • Wellness • SaaS

Booksy is a digital platform that connects customers with beauty and wellness service providers, such as hair salons, barbershops, nail salons, skincare specialists, and massage therapists. It offers users the convenience of booking appointments online with various service providers in cities around the world, enhancing the way beauty and wellness businesses operate by providing them with tools to manage appointments, client relationships, and marketing. Booksy aims to simplify the process of finding and scheduling beauty and wellness treatments, making it easier for customers to discover and engage with local professionals.

📋 Description

• Team Management & Development: Set goals, monitor KPIs, organize daily workflows, and continuously upskill and motivate team members. • Quality Assurance & Support: Ensure work standards are met through regular contact monitoring, audit task accuracy, and assist the team in resolving complex customer issues. • Reporting & Analytics: Analyze team performance, prepare result presentations, and report on metrics, team status, and morale to upper management. • Process & Tech Optimization: Review and improve Customer Support processes, collaborate with Product Support, and recommend technical solutions to drive innovation. • Key Account Revenue: Develop tailored solutions to maximize revenue and retention from high-value clients. • Product Feedback: Identify system irregularities (Booksy Biz/Booksy for Clients) and report them following established procedures.

🎯 Requirements

• Minimum 3 years of experience in inbound customer service. • Minimum 2 years of experience in team management. • Familiarity with customer service metrics and tools. • Ability to work independently and take on challenges. • Proficiency in both Polish and English at C1 level.

🏖️ Benefits

• Fully remote position - We take pride in being a globally distributed team; • Private medical care from Allianz health (subsidized by Booksy); • Life insurance from Uniqua (covered by Booksy, employee cost - 1 PLN); • Multisport card (voluntary and unsubsidized, diverse packages to choose from); • Online consultations with Psychologist Booksy (fully subsidized by the company); • Access to English online language training (Speexx); • Employee wellbeing platform: Worksmile (employees can redeem shopping vouchers); • Additional life Insurance from PZU (unsubsidized, voluntary); • Happiness Team initiatives.