Customer Care Team Leader

Company Description

Twisto, a Param Company, is a leading Buy Now Pay Later service provider from CEE. Our neat and powerful mobile app allows customers to defer their payments, split them into installments or split the bill with friends, and take care of their invoices quickly and easily. Twisto offers virtual cards for shopping comfortably everywhere and aggregates the payments for users, giving them the best exchange rate possible for international payments. With more than 20,000 merchants, Twisto offers wider and better payment options for higher conversion rates, higher average purchase value, and less time wasted.

Role Description

Twisto is seeking a full-time Customer Care Team Leader who will join the Czech team. The purpose of this role is to inspire, motivate, lead and develop a team of specialists and managing performance and quality of customer care service.

Main responsibilities:

• Leading and supporting the team of specialists (10 FTE).
• Shift management and resource planning to achieve the best customer experience, SLA and smooth team operation.
• Setting up clear performance standards for the team, monitoring them, setting process plan improvements to deliver on targets.
• Regular review performance and comparing it to market standards.
• Cooperation with other departments.
• Identifing and solving common problems, or escalating them if needed.
• Team lifecycle management (hiring, onboarding, performance review, motivating and engaging team members, team building, termination of cooperation ....).

• Secondary education with GCSE.
• Min 1 years experience in managing operation of customer care teams (min. 5 people).
• Experience in increasing sales results and improving the customer experience through the team.
• Experience in setting up customer service processes, improving them and leading projects within the customer care department and cross-departments.
• Good analytical skills, problem-solving and decision-making skills.
• Well-developed ability to effectively influence and negotiate with customers, team members, and senior investors.
• Openness to change and a dynamic working environment.
• Good analytical skills, problem-solving and decision-making skills.
• Languages: Czech - min. C1, English - min. B2.

What we offer:

• Cooperation with an international team (opportunity to learn how the BNPL market works on other European markets and the Middle East and exchange experiences).
• 30 days of paid annual leave + 4 additional days off for administrative matters (34 days in total per year).
• Cash equivalent in connection with hybrid work.
• Private medical care and a subsidized Multisport card.
• 5 days of additional paid leave for fathers after the birth of a child.
• A well-located office in Prague Karlín or the possibility of hybrid work.