SIX

Customer Support Team Lead

SIX  •  Warsaw, PL (Hybrid)  •  3 days ago
Apply
AI can make mistakes so check important info. Chat history is never stored.
72
AI Success™

Job Description

SIX drives the transformation of financial markets.

What sets us apart drives us ahead: between local roots and global relevance, we are a unique blend of tradition and future, of foundation and growth. We value bright minds and inspire them to grow with their ideas. Come and shape the future of finance with us.

Customer Support Team Lead

Warsaw | working from home up to 40% | Reference 7871

As the Team Lead for our new Poland-based Customer Support Team, you will build, coach, and manage a hybrid team focused on high-quality customer outcomes, operational excellence, and measurable automation impact. You set the quality bar, ensure SLA adherence, and partner with global stakeholders to drive consistency and continuous improvement.

What You Will Do

  • hire, onboard, and coach a hybrid team of Support and Automation Agents; run quality reviews and coaching sessions
  • own ticket quality, SLA adherence, backlog health, and escalation handling; ensure clean processes and documentation
  • prioritize and deliver automation opportunities with tangible impact on avoidable tickets and time-to-resolution
  • provide clear reporting and insights to global leadership; align processes across regions and maintain stakeholder trust
  • foster a customer focused culture with operational discipline, ownership, and growth

``

What You Bring

  • 4–7 years in customer support/service operations, including 2+ years in team leadership
  • proven record improving customer experience and operational metrics; proficient stakeholder management in English
  • strong coaching skills; ability to set expectations, give practical feedback, and build talent
  • data-driven mindset with comfort prioritizing automation while protecting customer empathy
  • familiarity with support platforms, queues, SLAs, and basic BI reporting

If you have any questions, check out our FAQ page or call Mateusz Kozielec at +41583998611

For this vacancy we only accept direct applications.

Diversity is important to us. Therefore, we are looking to receiving applications regardless of any personal background.

SIX

About SIX

SIX has been connecting the financial markets to the real economy for over 90 years.

The Swiss company provides services in the securities, financial information as well as the payments business and caters to a broad international client base. Its stable and efficient infrastructure guarantees the competitiveness of the Swiss and Spanish financial center.

The workforce of 4,000 employees in 19 countries on 5 continents constantly provide innovations across the value chain to help financial institutions accelerate growth. The reliable and secure services enable them to focus on their core business, create value, and reduce cost.

Measured in terms of free float, SIX – with the Swiss and the Spanish stock exchange – constitutes the third-largest exchange group in Europe by market capitalization.

Industry
Finance & Insurance
Company Size
1,001-5,000 employees
Headquarters
Zurich, CH
Year Founded
Unknown
Social Media