Informacje o stanowisku

We’re looking for a Head of Customer Care to ensure an exceptional experience across every stage of the customer journey. This role focuses on elevating service quality, turning insights into action, and building lasting relationships through fast, professional, and proactive support.

As a leader in Customer Care, youll drive transformation by implementing automation and championing the use of AI tools to scale and personalize the customer experience. Automation is about empowering agents with advanced tools, not reducing the team. Your focus will be on enhancing empathy by enabling the team to concentrate on meaningful, personalized interactions, ensuring agents are equipped to invest their time where it matters most.

About the Team

You will manage a Customer Care Team of 15+ specialists supporting customers across 28 international markets in four languages: English, German, French, and Polish. The team ensures a seamless customer journey, assisting with product configuration, delivery, assembly, and addressing questions or concerns.

Responsibilities include:

1. Building and implementing a global Customer Care strategy tailored to local expectations.
2. Designing scalable customer journeys and service standards for a growing e-commerce business.
3. Developing AI and automation tools—chatbots, CRM, predictive routing—with empathy as a core principle.
4. Managing KPIs (NPS, CSAT, FCR, SLA) and making data-driven decisions in real-time.
5. Leading an international team, including in-house talent and BPO partners, across multiple markets and languages.
6. Collaborating with cross-functional teams and leading "Voice of Customer" initiatives.
7. Optimizing budgets and scaling operations while maintaining high-quality interactions.
8. Managing risk and coordinating crisis response across markets.

Why Tylko?

Joining Tylko means being part of a culture that values inclusivity, employee well-being, and open communication. Benefits include:

• One bonus day off every month
• Comprehensive healthcare
• Multisport card
• Discount on Tylko products
• Dog-friendly office environment

Minimum Requirements:

• Proven leadership in Customer Care with at least 3 years of experience, preferably in DTC/e-commerce environments.
• Ability to scale operations, motivate teams, and deliver excellent customer experiences in fast-paced, digital-first organizations.
• Experience managing operations across 10+ international markets, including working with BPO partners.
• Skilled in multi-market coordination, vendor governance, and ensuring consistent service quality.
• Experience in maintaining brand voice consistency across all customer communication channels.
• Hands-on experience with AI/chatbot solutions and enterprise CRM systems.
• Data-driven with strong analytical skills and a focus on KPIs.
• Natural leader and mentor, capable of balancing strategic vision with operational discipline.
• Fluent in Polish and English (C1); additional languages are a plus.
• Willing to work in Warsaw office 3 days a week.

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