Head of Customer Care

We’re looking for a Head of Customer Care to ensure an exceptional experience across every stage of the customer journey. This role is focused on elevating service quality, turning insights into action, and building lasting relationships through fast, professional, and proactive support.

As a leader in Customer Care, you'll drive transformation by implementing automation and championing the use of AI tools to scale and personalize the customer experience. Crucially, automation is not about reducing our customer support team but about empowering our agents with advanced tools. Your focus will be enhancing empathy by enabling the team to concentrate on meaningful, personalized interactions, ensuring agents are equipped and able to invest their time and effort where it matters most.


About the Team

You will manage the Customer Care Team consisting of 15+ specialists who support customers across 28 international markets in four languages: English, German, French and Polish. The Team ensures a seamless customer journey, assisting with everything from configuring the perfect-fit product to managing delivery and assembly at home, all while addressing any questions or concerns along the way.

Once you join our Team, you will be responsible for:

• Building and implementing a global Customer Care strategy (voice, chat, social, mail), precisely tailored to local expectations

• Designing customer journeys and service standards that scale with our rapidly growing e-commerce business

• Developing AI and automation tools—chatbots, CRM, predictive routing—with empathy as a guiding principle

• Managing KPIs (NPS, CSAT, FCR, SLA) and making real-time data-driven decisions

• Leading an international team—combining in-house talent and BPO partners in a multi-market, multi-language setup

• Collaborating cross-functionally (Product, IT, Marketing, Logistics and more!) and leading "Voice of Customer" initiatives

• Optimizing budgets and scaling operations while maintaining the highest quality in every interaction

• Managing risk and coordinating crisis response across different markets

Why Tylko?

Being a part of the Tylko team goes beyond clocking in every day and keeping your head down. We celebrate inclusivity and work together to build a culture of happy, healthy employees who are truly heard, and provide the following great benefits for every single member:

• One bonus day off every month

• Comprehensive healthcare

• Multisport

• A discount on all Tylko products

• And of course, a dog-friendly office!

• Proven leadership in Customer Care teams with at least 3 years of experience (ideally in DTC/e-commerce environments)

Demonstrated ability to scale operations, motivate teams, and deliver exceptional customer experience in fast-paced, digital-first organizations.

• Track record of managing operations across 10+ international markets, including experience working with BPO partners

Skilled in multi-market coordination, vendor governance and ensuring consistent service quality across geographies and languages.

• Experience in ensuring consistent customer communication aligned with the brand voice

Skilled in translating brand tone into clear, empathetic interactions across all touchpoints – from chat and email to phone and in-person support

• Hands-on experience in implementing AI/chatbot solutions and enterprise-grade CRM systems

Capable of co-leading the full lifecycle of technology transformation projects—from design to deployment—ensuring both automation efficiency and human empathy.

• Data-driven mindset with strong analytical proficiency and a focus on performance KPIs

Expertise in data analyses, interpreting complex datasets and turning insights into measurable improvements.

• Being a natural leader, mentor, and executor

Ability to balance strategic vision with operational discipline; building strong, empowered teams while delivering high-impact results.

• Fluency in Polish and English (C1); additional languages are a plus

Confidence in communication across global teams, being capable of navigating multicultural environments and stakeholder relationships.

• Working in our Warsaw office 3 days a week