Customer Care Team Leader

5 days ago

Prague, Hlavní město Praha, Czech Republic TWISTO Full time 40,000 - 80,000 per year
Company Description

Twisto, a Param Company, is a modern financial services provider in Central and Eastern Europe. With our app, people have full control over their payments - they can defer or split purchases, share expenses, pay invoices, or shop with virtual and physical cards. We deliver clarity, convenience, and fair exchange rates both at home and abroad. We are a company that keeps growing, innovating, and expanding our services to make everyday life easier for our customers.

Role Description

We are looking for a Customer Care Team Leader to join our Czech Customer Care team. In this role, you'll lead, coach, and inspire a team of specialists to deliver an exceptional customer experience every day. You'll be responsible for driving team performance, optimizing processes, and ensuring smooth daily operations within a fast-paced, customer-focused environment.

Main responsibilities:
  • Lead, coach, and develop a team of approximately 10 Customer Care Specialists.
  • Plan and manage shifts and resources to ensure top-notch customer experience and SLA achievement.
  • Set clear performance standards and goals; track results and drive continuous improvement.
  • Analyze team performance and identify opportunities for optimization or upskilling.
  • Collaborate closely with other departments (Product, Operations, Risk, etc.) to improve processes and resolve issues efficiently.
  • Take ownership of the full team lifecycle - from recruitment and onboarding to development, engagement, and performance reviews.
What we offer:
  • 30 days of vacation plus 4 "Whatever Days" - take them whenever you need a break
  • Healthy lifestyle support - we offer a subsidized MultiSport card and plenty of office perks like fresh fruits, great coffee, chai latte, regular team events, etc.
  • Discounted mobile plan and Twisto Premium, meal allowance.
  • Hybrid work flexibility - we have an office in Karlin, but you can work from home occasionally as well.

  • A friendly and informal atmosphere - we all know each other, skip unnecessary formalities (no clocking in), and yes, we're a dog-friendly office.

  • Secondary education with GCSE or higher.

  • At least 1 year of experience leading a customer care or operations team (5+ members).
  • Proven track record in improving customer satisfaction and team performance.
  • Strong understanding of customer service operations, process improvement, and quality management.
  • Excellent analytical and problem-solving skills, with sound decision-making.
  • Strong communication, influencing, and negotiation abilities - both with team members and stakeholders.
  • A proactive, adaptable mindset and openness to change in a dynamic environment.
  • Languages: Czech (C1) and English (B2) or higher.

  • Customer Care Agent

    5 days ago

    Prague, Hlavní město Praha, Czech Republic Arrive Full time 25,000 - 40,000 per year

    We've signed up to an ambitious journey. Join usAs Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn't a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the...

  • POLO Team Leader

    2 days ago

    Prague, Hlavní město Praha, Czech Republic Johnson & Johnson Full time 1,200,000 - 2,400,000 per year

    At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across...

  • POLO Team Leader

    2 days ago

    Prague, Hlavní město Praha, Czech Republic Johnson & Johnson Innovative Medicine Full time 40,000 - 80,000 per year

    At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to...

  • Customer Care and Sales Administration Specialist with Italian

    4 days ago

    Prague, Hlavní město Praha, Czech Republic EVIDENT Europe GmbH Full time 30,000 - 60,000 per year

    Headquartered in Tokyo, Japan, Evident employs around 4,500 people at a total of 57 locations worldwide. Evident Europe, headquartered in Hamburg, Germany, employs approximately 770 people in 16 countries. The product portfolio includes a wide range of microscope systems used in clinical diagnostics, medical and basic research, as well as in various...

  • Team Leader – Project Management

    2 days ago

    Prague, Hlavní město Praha, Czech Republic Siemens Full time 1,200,000 - 3,600,000 per year

    At Siemens, we're building the future – developing intelligent networks that power and heat our cities, and creating solutions for smart and efficient transportation. To achieve these ambitious goals, we need exceptional leaders who can inspire and guide teams of skilled, creative, and dedicated professionals. We're looking for a Team Lead, within the GBS...

  • Customer Care and Sales Administration Specialist with French and German

    4 days ago

    Prague, Hlavní město Praha, Czech Republic EVIDENT Europe GmbH Full time 30,000 - 60,000 per year

    Headquartered in Tokyo, Japan, Evident employs around 4,500 people at a total of 57 locations worldwide. Evident Europe, headquartered in Hamburg, Germany, employs approximately 770 people in 16 countries. The product portfolio includes a wide range of microscope systems used in clinical diagnostics, medical and basic research, as well as in various...

  • Platform Team Leader

    7 days ago

    Prague, Hlavní město Praha, Czech Republic International Data Group, Inc. Full time 60,000 - 120,000 per year

    Overview:IDC is looking to hire a Platform Team Leader. The Platform Team Leader will be responsible for managing the Platform team and leading from the front as a hands-on engineer. This role blends leadership, technical expertise, and mentoring to ensure smooth, secure, and scalable infrastructure operations.Responsibilities:Lead, mentor, and grow a small...

  • Customer Care Agent

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic fortunagam Full time 240,000 - 420,000 per year

    Hledáme nového kolegu na pozici Customer Care Agent do našeho pražského call centra, který bude zodpovědný za komunikaci se stávajícími i nově registrovanými klienty. Mluvíš rádi s lidmi? Tak neváhej a staň se součástí našeho týmuJaké budou tvé klíčové odpovědnosti:Poskytování prvotřídní zákaznické podpory.Zajištění...

  • Research Team Leader LLM

    5 days ago

    Prague, Hlavní město Praha, Czech Republic OPTIVEUM sp. z o.o. Full time 90,000 - 120,000 per year

    Research Team Leader – Reasoning Multimodal LLMsLocation: Remote but first 12 months willing to relocate temporarily to Shenzhen, ChinaThe 12+ months in Shenzhen assignment is fully covered by the client: flights, accommodation, etc. After this time, the candidate can work remotely from any European country.Our client is a global consumer electronics...

  • SAP Team Leader

    2 weeks ago

    Prague, Hlavní město Praha, Czech Republic Pertemps ERP Full time 90,000 - 120,000 per year

    We are seeking an experienced SAP Team Leader to take ownership of a growing in-house SAP team. This position is ideal for someone who enjoys combining hands-on SAP expertise with leadership responsibilities. You will guide specialists, ensure smooth operations, and help shape the future of SAP within a dynamic logistics-driven business environment.Tasks•...