Customer Care TEAM LEAD (German)

At Rohlik, Customer Care is one of the reasons we’re a love brand.

Customers talk about us online because our service is fast, human and genuinely helpful — and we work hard to keep it that way.

This team sets the standard for what “great customer experience” means in e-grocery. And as a Customer Care Team Lead, you’ll lead the people who make that promise real every single day — especially when things get busy or complicated.

This is a true people-lead role: coaching, feedback, performance, quality — and real-time decisions that keep both the team and the customer experience on track.

Why this role is exciting

• You’ll lead a team that directly shapes customer satisfaction and loyalty every day.
• You’ll combine people leadership with real operational ownership — not just supervising tickets.
• You’ll have room to improve workflows and bring more automation into the operation.
• You’ll work with real data (CSAT, volumes, KPIs) and make decisions that matter.
• After onboarding, there is flexibility to work from home (HO) more often than from the office, depending on shift setup and team needs.

What you’ll do

You will own daily team operations and lead your people to deliver excellent service — consistently.

• Lead and develop your team (regular 1:1s, coaching, feedback, motivation)
• Own daily operations: attendance, task distribution, quality checks
• Monitor and deliver KPIs (including CSAT) and take action when performance drops
• Handle escalations: complex complaints, “I want to speak to a manager” situations, crisis cases
• Make real-time decisions based on volume and priorities (who moves where when the team is under water)
• Prepare data for performance evaluation and variable wage calculation
• Keep your team informed (updates, changes, new processes) — clearly and on time
• Support onboarding and training when needed
• Identify opportunities for process improvement and automation and drive implementation with your manager and peers
• Collaborate cross-functionally to solve recurring issues and improve customer experience end-to-end

What we’re looking for

• Experience from customer service or customer facing roles
• Team lead / supervisor experience is required — performance, people leadership, decision-making
• Strong customer orientation and calm communication under pressure
• Ability to work with KPIs, reports, and operational data
• Confidence to take ownership and make decisions fast
• Strong collaboration across departments and willingness to help beyond your own queue
• Czech/Slovak and English advanced (written & spoken)
• German minimum communicative or better — mainly written communication
• Willingness to work on shifts together with the team is required

What’s in it for you

• Fair reward - You’ll get a strong fixed salary — no bonus games, no politics. Great work is rewarded clearly and fairly.
• Good food every day - You’ll enjoy a free lunch every day and fresh fruit & veggies in the office. Because good food fuels great work.
• Life, not just work - You’ll have real flexibility – flexibility to work from home (HO) more often than from the office, depending on shift setup and team needs. And unlimited paid vacation based on trust.
• Personal growth - You’ll grow as fast as Rohlik does. Every challenge is a chance to learn and make an impact.
• Real impact - What you do here matters. You’ll see your work changing how people eat and live — from day one.
• Recognition among colleagues - Your effort won’t go unnoticed. You can recognise others (and be recognised) through peer credits to use in our internal cafeteria.
• Xtra membership - You’ll get free Xtra membership and 10% cashback on everything you buy on Rohlik.cz.
• Sport & wellbeing - You’ll stay active with company sports challenges or a subsidised Multisport card.
• A team that sticks together - You’ll work with people who move fast, support each other and celebrate wins together.
• If this sounds like you…You’re someone who takes ownership, acts fast and gets things done. Ready to bake something great with us?