Lead the day-to-day operations of the Czech Customer Care function, guiding Team Leaders and their teams to consistently deliver high-quality service while maintaining strong operational performance and efficiency.
Ensure customer satisfaction remains at the heart of everything we do by improving processes, driving innovation in service delivery, and maintaining high standards across internal teams and outsourced partners.
Use data and operational metrics to monitor performance, identify improvement opportunities, and balance growth with cost efficiency across customer service and verification activities.
Champion continuous improvement by analysing workflows, identifying opportunities for automation, and implementing process enhancements that improve efficiency, scalability, and service quality.
Collaborate with internal teams including marketing, HR, and leadership, while maintaining effective relationships with external partners and regulators to ensure smooth operations and regulatory compliance.
Build and lead a high-performing team by setting clear goals, developing talent, fostering engagement, and creating an environment where people feel motivated to deliver their best work.

Experience leading or managing teams in customer operations, customer service, or contact centre environments.
Strong commercial mindset with the ability to balance growth, operational efficiency, and customer satisfaction.
Experience with process improvement, operational performance metrics, and automation initiatives – ideally within digital financial services.
Communicate confidently and clearly in both Polish and English, adapting your language and style to suit diverse audiences.

30 days of vacation: you have a whole month off to relax and travel!
Flexible working hours
with a shorter weekly commitment of 37.5 hours
Volunteer days: 2 days off per year that you can donate to charity
Discount system with our partners
Family leave: extra 3 days of paid leave for new fathers
Move your body, clear your mind – choose the benefits from our cafeteria system that suit you
culture, sports, or health
Meal allowance: extra money for food (meal voucher flat rate)
Brand-new office in a prime location – work at The Square in Prague 4 with excellent transportation accessibility.
Hybrid work model (3 days a week at the office) and flexible hours are our standard, not a perk.

Customer Operations Manager

Key skills