Customer Success Inbound Team Leader (Remote)

Booksy connects beauty, wellness and health professionals with local customers, powering millions of appointments annually. As a Booksy employee, you’ll join a team of 800+ around the world building the fastest growing appointments marketplace. Regardless of the position you hold, you’ll make a direct impact every day helping our providers grow their businesses and build loyal client relationships in their communities.

Our Vision

Be the destination for scheduling, empowering service providers to thrive and consumers to discover and book services.

Our Values

• People first: We empower and elevate the service provider, the consumer, and their communities
• Act like an owner: We take responsibility for our actions and their results
• Work as a team: We collaborate and care about the success of our team and others
• Shoot for the moon: We have ambitious goals and overcome obstacles with tenacity.

Interested in joining us? Read on for more.

We’re looking for a passionate and dynamic Customer Success Inbound Team Leader to join our team! In this role, you’ll lead and inspire the Inbound team to deliver exceptional service to our Booksy customers. Your focus will be on ensuring timely resolution of customer inquiries, driving team performance to meet KPIs, and fostering a culture of excellence that prioritizes customer satisfaction. If you’re ready to make a meaningful impact and lead a team to success, we’d love to hear from you!

Key aspects of the role include:

• Setting and evaluating team members’ goals
• Analyzing the achievement of KPIs and other metrics and discussing them with team members
• Preparing analyses and presentations of results
• Reporting results, team status, and atmosphere to superiors
• Organizing team work
• Recruiting team members
• Checking the correctness of tasks completed by the team
• Monitoring adherence to established work standards
• Continuously monitoring customer contacts handled by the team
• Supporting the team in resolving current customer issues
• Developing employees’ competencies related to their roles
• Motivating team members
• Maintaining up-to-date knowledge of Booksy’s offerings, products, and processes in their area
• Reporting ideas and identifying irregularities in Booksy Biz and Booksy for Clients according to established procedures
• Reporting ideas and identifying irregularities and gaps in processes to supervisors
• Participating in the onboarding process of new employees
• Participating in Customer Success-related projects
• Proposing, reviewing, and changing Customer Success processes
• Reviewing training programs

Requirements

• Minimum 3 years of experience in inbound customer service.
• Minimum 2 years of experience in team management.
• Familiarity with customer service metrics and tools
• Ability to work independently and take on challenges
• Proficiency in English and Polish at a min. of B2 level
• Strong knowledge of Windows, Mac, iOS, Android, ChromeOS systems, web browsers, and MS Office/G Suite
• Experience in technical customer support is a plus
• Knowledge of Salesforce or similar tools is a nice-to-have

Benefits

• The opportunity to be part of something big – the world’s fastest growing beauty marketplace!
• Type of contract tailored to your needs and flexible working hours.
• Opportunity to work remotely or in one of our dog-friendly offices (Warsaw, Bielsko-Biała)
• Work in a welcoming team which is always ready to help
• Opportunity to develop in an international environment – we have teams in 6 countries
• Additionally: private medical care, multisport card co-financing, PetHelp, insurance plan, free online English classes, a cafeteria platform and much, much more 🙂

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All job applications are carefully reviewed by our talent team. We aim to assess applications within 14 days.

Ready to make an impact? Click apply or reach out to us at talent@booksy.com to find out more.

: Booksy Team

Diversity and Inclusion Commitment

At Booksy, we celebrate diversity and strive to create an inclusive environment for all. We welcome applicants from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs during the interview or onboarding, please let us know so we can support you.

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More About Booksy:

Booksy is the largest and fastest growing booking platform that connects beauty, wellness and health professionals with local customers, powering millions of appointments each year.

Booksy Biz, designed specifically for small business owners, is Boosky’s mobile-first SaaS platform that combines all the tools providers need to attract new customers, take appointments, manage staff and payments, and build a loyal client base. Booksy Biz makes running a beauty business simple, convenient and accessible so providers can focus on providing exceptional service to their customers.

The Booksy Marketplace is where millions of consumers around the world find, schedule and manage appointments with stylists, barbers, braiders, nail artists, estheticians, massage therapists, salons, and spas in their communities. Customers can browse business profiles, reviews, services, pricing, availability and instantly book appointments with the click of a button.

Founded in Poland in 2014, Booksy has operations in Poland, United States, United Kingdom, Spain and France and works as a distributed, remote-first team. The company has raised more than $100M in Series C funding and is backed by investors including Innovia, Kaya, and Verdane.

For more information, please visit booksy.com, or follow us on LinkedIn.