Team Leader, Customer Experience (Czech language)

What we offer

• Greatly located offices (e.g., with well-equipped kitchens, bicycle parking) and excellent work tools (e.g., height-adjustable desks, ergonomic chairs, interactive conference rooms).

• A wide package of non-wage benefits in a cafeteria system - you decide what you use (we have, for example, medical, sports, and lunch packages, insurance, shopping vouchers).

• English classes paid for by us.

• A training budget, inter-team collaboration opportunities (cross-functional training), and an internal educational platform with training on various topics.

• A day off for volunteering, which you can use alone, with a team, or with a larger group of people connected by a common goal.

• Company special events - Spin Kilometers, Family Day, Fat Thursday and many other occasions that we celebrate.

• And that's just the beginning! You can read more about the benefits here

• #goodtobehere means that:

• You will join a team you can rely on - we work with great specialists who sharing knowledge and experience have in their DNA.

• You will deliver top-quality projects that have a real impact on millions of customers. Quality is a priority for us (confirmed, for example, by the Service Quality Star Award), and your work will directly shape the experience of the largest e-commerce platform in Poland.

• You will work in an environment where the pace of business development provides plenty of opportunities for quickly acquiring new, unique competencies and solving challenges you won't find anywhere else.

• You will have daily contact with experts from various business and technology areas to deliver the best solutions that exceed the expectations of millions of customers.

• Send us your CV and… see you at Allegro!

This is the right job for you if you:

• Languages: Are fluent in Czech and have strong business communication skills in English (B2)

• Leadership Experience: Have a solid, practical background in team management and leadership, ideally within an omnichannel customer service environment

• Role Model & Interpersonal Skills: Set an example in professional etiquette, with a natural ability to build strong relationships, inspire trust, and engage people

• E-commerce & Market Knowledge: Have excellent knowledge of the Allegro platform and the e-commerce landscape (experience in the Delivery / Logistics market is a strong plus)

• Data-Driven & KPI Knowledge: Understand key CX metrics (e.g. NPS, FCR, efficiency and contact rate) and know how to translate them into actionable team outcomes using your analytical skills

• Solution-Oriented Mindset: Take a process-driven approach, focusing on finding solutions rather than roadblocks to meet both customer and stakeholder expectations

• Adaptability & Initiative: Show high initiative, proactive problem-solving, and the ability to thrive in a fast-changing environment

Your main responsibilities:

• Team Leadership: Manage a team of Advisors based in the Czech Republic, using your leadership skills to build strong relationships, foster trust, and drive customer loyalty

• Performance & Growth: Oversee performance metrics and support employee development through regular coaching, mentoring, and continuous skill building

• Customer Advocacy: Act as a voice of the customer, ensuring their needs are deeply integrated into team processes and ongoing projects

• Strategy Alignment: Cascade operational and business goals to the team in line with the broader CX strategy, collaborating with Managers and Leaders to hit financial KPIs

• Daily Operations: Organize day-to-day team workflows, as well as the onboarding and training process for new hires

• Culture & Communication: Create and maintain an inclusive, collaborative environment built on open communication