Your main responsibilities:

• You will manage a team of Advisors (the team is based in the Czech Republic), using your leadership skills to build lasting relationships within the team and drive customer loyalty.

• You will oversee performance metrics and support employee growth through regular coaching, mentoring, and performance management, ensuring their continuous skill development.

• As an advocate for customer needs, you will ensure these are integrated into the processes and projects carried out by your team.

• You will communicate and cascade operational and business goals to the team in alignment with the CX strategy.

• You will create and maintain a collaborative environment built on trust and open communication.

• You will organize day-to-day team operations as well as the onboarding and training process for new hires.

• You will collaborate with Managers and Leaders to execute the CX area strategy and financial KPIs.

This is the right job for you if:

• Speak Czech, English, and Polish at a fluent business communication level.

• Have team management experience and a solid, practical leadership background.

• Set an example for others in professional etiquette and interpersonal skills, with a strong ability to build relationships and engage people.

• Have excellent knowledge of the Allegro platform and the e-commerce market. Familiarity with the Delivery market is a plus.

• Have experience managing an omnichannel customer service team.

• Can communicate in English (min. B1/B2) – required.

• Understand customer service KPIs (e.g., ASA, NPS, FCR) and know how to translate them into actionable team outputs.

• Take a process-oriented approach and focus on finding solutions rather than excuses to meet customer and internal stakeholder expectations.

• Possess strong analytical (data-driven) and organizational skills, including personal time management.

• Show initiative and a proactive approach to assigned tasks.

• Can adapt to changing environments and are open to change.

What we offer: