SIX drives the transformation of financial markets.
What sets us apart drives us ahead: between local roots and global relevance, we are a unique blend of tradition and future, of foundation and growth. We value bright minds and inspire them to grow with their ideas. Come and shape the future of finance with us.
Customer Support Team Lead
Warsaw | working from home up to 40% | Reference 7871
As the Team Lead for our new Poland-based Customer Support Team, you will build, coach, and manage a hybrid team focused on high-quality customer outcomes, operational excellence, and measurable automation impact. You set the quality bar, ensure SLA adherence, and partner with global stakeholders to drive consistency and continuous improvement.
What You Will Do
- hire, onboard, and coach a hybrid team of Support and Automation Agents; run quality reviews and coaching sessions
- own ticket quality, SLA adherence, backlog health, and escalation handling; ensure clean processes and documentation
- prioritize and deliver automation opportunities with tangible impact on avoidable tickets and time-to-resolution
- provide clear reporting and insights to global leadership; align processes across regions and maintain stakeholder trust
- foster a customer focused culture with operational discipline, ownership, and growth
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What You Bring
- 4–7 years in customer support/service operations, including 2+ years in team leadership
- proven record improving customer experience and operational metrics; proficient stakeholder management in English
- strong coaching skills; ability to set expectations, give practical feedback, and build talent
- data-driven mindset with comfort prioritizing automation while protecting customer empathy
- familiarity with support platforms, queues, SLAs, and basic BI reporting
If you have any questions, check out our FAQ page or call Mateusz Kozielec at +41583998611.
For this vacancy we only accept direct applications.
Diversity is important to us. Therefore, we are looking to receiving applications regardless of any personal background.
What We Offer
Flexible Work Models
We trust our employees and offer a work environment that is well-balanced, productive and fosters success.
Personal Development
You will benefit from a culture of continuous learning and feedback. Your personal growth is supported through an extensive learning offering.
Agile Working Methods
Whether through scrum or design thinking,
we solve exciting tasks together in teams.