PayU

Customer Service Team Leader

PayU  •  Warsaw, PL (Hybrid)  •  2 months ago
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Job Description

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.

Responsibilities:

  • 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.

Requirements:

  • 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.

What we offer:

  • 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.
PayU

About PayU

Global reach, local expertise: we combine the best of both worlds to reshape the future of payments and fintech to build a world of unlimited possibilities. We successfully bridge the global and local gap by supplying ultimate global payment coverage with extensive local expertise and support.

Our vision is to create a world without financial borders where everyone can prosper. Thus, we strive to shape the payment industry of tomorrow to support global financial inclusion.

As the payments and fintech business of Prosus- a global consumer internet group and one of the largest technology investors in the world- we are a leading online payment service provider operating

in 50+ high-growth markets, dedicated to creating cutting-edge financial services tailored to the needs of over 450,000 merchants and millions of consumers.

Focused on empowering people through financial services and creating a world without financial borders, we have set out to be one of the most prominent investors in the Fintech space, with investments

totaling over $1 billion to date.

We deploy more than 400 payment methods and PCI-certified platforms to process approximately 10 million payments daily. As a Fintech innovator, we develop cutting-edge technologies to ensure that merchants benefit from the highest approval rates and can optimally expand their global reach.

Industry
Finance & Insurance
Company Size
1,001-5,000 employees
Headquarters
Amsterdam, NL
Year Founded
Unknown
Website
payu.com
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