Customer Care Team Leader

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.