Customer Care Team Leader (f/m/d)

Customer Care Team Leader (f/m/d) Join Axpo Polska and lead the transformation of our SME customer experience. We're looking for someone who will champion customer centricity, drive automation, and define new ways of working – building a culture that puts the client at the centre of everything we do. What you will do: Lead the Customer Care team with a clear focus on customer centricity and operational excellence. Define and implement new ways of working to elevate the client experience across all channels. Set and track KPIs (CSAT, NPS, FCR, response time) to measure and improve customer outcomes. Coach and develop team members, building a mindset of ownership and continuous improvement. Partner with IT, Sales, and Operations to redesign customer journeys and remove friction points. Identify and implement automation and digital tools to scale support and free the team for high-value interactions. What you bring & who you are: Proven track record in customer care leadership with a passion for customer centricity. 5+ years in a managerial role, ideally leading transformation or change initiatives. Strong communication skills and the ability to mobilise teams around a shared vision. Data-driven approach to identifying improvement opportunities and measuring impact. Hands-on experience with process design, automation tools, and GDPR principles. Experience in the energy sector or a similar regulated industry is a plus. What we offer: Development in an international company that is shaping the face of the energy market. A progressive medical care package that takes care of your health and well-being. Co-financing of the Multisport card, enabling the use of various forms of physical activity. Foreign language classes during working hours. Flexible working hours and the possibility to work in hybrid mode. An office with a beautiful view, located in the city center. A motivated team, ready to guide you through your daily challenges. Details about the salary range for this position and other components of the compensation package will be provided in the following stages of the recruitment process. Even if you do not meet every requirement, we encourage you to apply. We value motivation, curiosity, and different perspectives. You will join a collaborative and supportive team that values open communication, continuous learning, and shared success. We work together across functions to createefficient, customer-focused solutions in an inclusive environment. At Axpo Group, we are dedicated to fostering a culture of non-discrimination, tolerance, and inclusion. As an equal opportunity employer, we welcome applications regardless of race and ethnicity, gender identity and expression, sexual orientation, age, disability, as well as socioeconomic, cultural, and religious background. We are committed to ensuring a respectful and inclusive recruiting process and workplace for everyone. Department Trading / Sales Role Permanent position Locations Warsaw Remote status Hybrid Employment type Full-time Faces of Axpo More videos About Axpo Group Axpo's ambition is to provide society with a sustainable future through innovative energy solutions. Axpo is the largest Swiss producer of renewable energy and an international pioneer in energy trading and the marketing of solar and wind power. More than 7,500 employees combine experience and know-how with a passion for innovation and the joint search for ever better solutions. Axpo relies on innovative technologies to meet the ever-changing needs of its customers in over 30 countries in Europe, North America and Asia. Founded in 1908 Co-workers 7500