📦About us 

Packeta Group is a partner in modern delivery solutions — fast, convenient, and sustainable. We are one of the fastest‑growing players in the logistics and technology sectors in Central and Eastern Europe. Our network of pick‑up points and smart technologies connects thousands of e‑stores and customers worldwide. We are transforming the way people shop and send goods — simply, reliably, and with the future in mind. 

👥 Our Team 

Customer Care is the heart of Packeta — the first point of contact for our Customers. It is a team that ensures high quality of service every day, resolves operational issues, and supports our partners at every stage of the delivery process. 

We are looking for an experienced Customer Care Team Leader who can effectively combine team management with responsibility for operational performance, SLA delivery, and people development. 

🎯Who are we looking for? 

We are looking for a person who: 

• Has a minimum of 2 years’ experience in the Customer Care / Call Center area. 

• Has leadership experience in managing an operational team. 

• Works very well with people — can build engagement, provide feedback, and develop team competences. 

• Has a good command of English at B1/B2 level — we work in an international environment. 

• Is comfortable working with data, Excel, and presentations. 

• Is proactive, well organized, and resilient under operational pressure. 

🛠️Your responsibilities? 

As a Customer Care Team Leader at Packeta Poland, you will: 

• Manage a team of approx. 11 people providing customer support via phone and email/ticket channels. 

• Be responsible for SLA delivery and maintenance, monitoring backlogs, and managing day‑to‑day traffic. 

• Analyze team performance on a daily and weekly basis, react to deviations, and implement corrective actions. 

• Conduct regular 1:1 meetings as well as development and feedback conversations. 

• Be responsible for onboarding and training new employees. 

• Handle customer escalations and complex operational cases. 

• Provide substantive, hands‑on support to the team in daily work. 

• Prepare weekly reports and presentations regarding current traffic, issues, and operational risks. 

• Participate in projects, implementations, and optimization initiatives. 

• Cooperate cross‑functionally with the following departments: Claims, Operations, Sales, IT, and Finance. 

• Work internationally with teams in CZ, RO, PL, DACH, SK, and HU. 
   

🎁 What You can expect? 

• A stable leadership role in an international logistics organization.  
• A real impact on customer service quality and team development.  
• Working hours: 8:00–4:00 PM or 9:00–5:00 PM.  
• A comprehensive benefits package, including:  
  • 50% co‑financing of LuxMed private medical care and a MultiSport card, 
  • an attendance bonus, 
  • group insurance fully funded by the employer, 
  • an additional day off to celebrate your birthday, 
  • holiday/vacation co‑financing, 
  • training programs and real opportunities for further development within Packeta’s structures. 

💡Our values

Impress the Customer – The customer always comes first. 
Get Things Done – We act quickly, efficiently, and with results. 
Be Radically Honest – We communicate openly, fairly, and without sugarcoating.