Team Lead

Aceolution is looking for a hands-on Team Leader to manage a remote team responsible for customer service operations, document verification and processing for a leading mobility platform. The role combines daily operational ownership, performance management, quality assurance, coaching, client communication and continuous process improvement.

Role & Contract Details

Position: Team Lead – Back Office Administartion

Location: Warsaw

Start Date: September 2026

Contract Type: Full-time employment under an indefinite-term employment agreement

Working Hours: Monday to Friday, 08:00–16:00

Work Mode: Remote work from an agreed location in Poland, with occasional in-person meetings/training arranged in advance (OR) Voluntary Hybrid (Any 2 days)

Devices will be Provided to you (Company laptop and required systems access)

Key Responsibilities

• Plan, organize and coordinate the daily work of the agent team.

• Allocate tasks according to workload, competence, priorities and deadlines while ensuring operational coverage.

• Monitor individual and team quality, productivity, utilization, timeliness, KPI and SLA results.

• Review the accuracy of document and data verification and ensure electronic records are consistent with source information and procedures.

• Prepare reliable weekly reports, maintain operational trackers and translate performance data into clear recommendations.

• Provide regular feedback, coaching and development support to team members.

• Organize onboarding, process training, knowledge checks and ongoing support for new employees.

• Act as a point of contact for complex cases and client escalations; document the issue, actions taken, impact and recommended next steps.

• Identify recurring errors, process gaps, risks, suspected abuse and security incidents, and escalate them under the applicable procedure.

• Cooperate with Quality Assurance, project management, HR and other stakeholders on quality calibration, complaints, workflow updates and corrective actions.

• Implement approved SOP changes, communicate them to the team and verify correct application.

• Maintain schedules, reports, meeting notes, training records and other team documentation.

• Ensure compliance with GDPR, confidentiality, data-minimization, access-control and information-security requirements.

• Support operational tasks directly when necessary to maintain continuity, resolve escalations or verify a process.

What We Are Looking For

• Experience as a Team Leader, Subject Matter Expert, senior operations specialist or similar role in customer service, document/data verification, content operations or another KPI-driven environment.

• Demonstrated experience monitoring performance against quality, productivity, utilization, KPI or SLA targets.

• Hands-on experience coaching colleagues, onboarding new hires and supporting teams through workflow or procedure changes.

• Strong ownership of recurring operational processes, trackers and client-facing reports.

• Ability to consolidate open questions and edge cases, coordinate clarifications and manage escalations in a structured manner.

• Practical experience with Jira, Confluence, Google Workspace or comparable task- and knowledge-management tools.

• Strong analytical skills and the ability to turn performance data and recurring issues into practical improvements.

• Clear, professional communication with employees, managers and clients.

• English at C1 level or equivalent working proficiency; Polish at B1 level or higher.

• Higher education in management, law, business, administration or a related field is an advantage.

• Ukrainian or Russian language skills are an advantage where relevant to team communication.

• Experience working in an international or remote environment is preferred. Visible ownership of team performance, quality, reporting and process improvement. Cooperation with an international client and cross-functional stakeholders.

• The opportunity to develop leadership experience in a structured customer service and verification operation.