Customer Support Team Leader

SINGU • Paris Township, MI

6d • PLN 14,500 - PLN 18,000 • Hybrid

About The Position

We're building out our Customer Support function and need someone who can lead from the front. This isn't a role for someone who wants to manage a steady-state team. We're growing fast, our customer base is becoming more international, and the person in this role will have a real impact on how support scales with us.
You'll own the team, the tools, and the numbers. That means setting the direction, running the day-to-day, and being the person internally who keeps pushing the bar higher on customer experience. We use AI tools actively in our support workflows and expect this person to drive that forward, not just maintain what's already there.
This is a hybrid position, based in Cracow – 2-3 times from office per week.

Requirements

• 3+ years in Customer Support, with hands-on experience leading or building a team, not just supervising one.
• Deep Intercom knowledge as an admin: configuration, automation, reporting. Jira experience required.
• Practical experience using AI in support: chatbots, AI-assisted replies, automated classification – and a clear view on where they help and where they don't.
• Genuinely comfortable with data: building reports, spotting patterns, presenting findings. Basic SQL is a plus.
• Strong communicator across customers, your team, and leadership.
• Fluent English (C1/C2) and Polish. Other languages are a bonus.
• Organised and able to keep multiple threads moving without losing track.
• Comfortable in a scaling environment: you make good calls with incomplete information and know when to act vs. align.

Responsibilities

• Lead and grow the Customer Support team: hire, coach, and build a culture of ownership over outcomes, not tickets.
• Own Intercom end-to-end: configuration, workflows, automation, and integrations that match how we actually work.
• Set the standard for our knowledge base: spot gaps and keep it in step with product changes (day-to-day upkeep sits with a dedicated owner).
• Document internal support processes clearly enough that any new hire is independent from day one.
• Bring AI into the workflow: automated tagging and routing, AI-assisted replies, chatbots for repetitive queries, smarter triage.
• Build the reporting layer from scratch: define the metrics, build the dashboards, and tell leadership what the data means.
• Own the core KPIs: CSAT, FCR, response and resolution times, SLA adherence, volume trends, backlog health.
• Automate support workflows so the team spends time on customers, not admin.
• Run daily ticket flow and step in personally on escalations that need it.
• Partner with Implementation, Technical Account Management, and Hardware so nothing falls between the cracks.
• Get the team ready for international customers: processes, communication standards, the works.

Benefits

• Attractive Employment Terms: depending on your experience, we offer between 12 000 – 15 000 PLN gross on Contract of Employment or between 14 500 – 18 000 PLN net on B2B.
• Impact at Scale: Help shape the operational backbone of a high-growth SaaS company with global reach and clients like Prologis, CBRE, Unibail-Rodamco-Westfield, Auchan, Savills, NEPI Rockcastle and Logicor.
• Category Leadership: Be part of the #1 PropTech brand in facility, maintenance, and ESG management.
• Organic and M&A Growth: M&A is a big part of our plans and we are on a mission to consolidate our space to create a European Champion.
• Collaborative Culture: Work alongside a curious, international, and mission-driven team that values learning, ownership, and giving back.
• Flexibility & Autonomy: Hybrid working model, annual learning budget, office-led social initiatives (e.g. yoga, soccer, company retreats, happy hours, Wednesday breakfasts) and the freedom to drive initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed