Regional Support Lead (M/K)

Recruitment for, For our client we are looking for a candidate for the position of Regional Support Lead (M/K)., , Hybrid work (3 days per week from Cracow's office)

Your responsibilities, Own day-to-day inspection of the in-region team by monitoring Universal Scorecards, QA, productivity, and readiness; run local calibration; surface trends and risks; and feed insights back to the product-aligned Product Support Managers who hold direct-line ownership of analysts, Act as the local extension of globally distributed Product Support Managers, supporting their in-region team members on day-to-day performance, coaching follow-through, and blockers, while respecting direct-line ownership of ratings and formal reviews, Partner with Talent Acquisition on regional hiring strategy, interview panels, employer branding in the Polish market, and headcount/backfill planning as the hub scales, Assist Support Operations and Support Managers with coordinating scheduling in Assembled and own regional coverage and availability outcomes, balancing coverage against PTO (employee absence), training, and shrinkage, Serve as the local escalation point for both customer escalations and internal blockers (access, tooling, environment), routing to the right global owner and keeping resolution moving, Lead or contribute to Support Operations initiatives and process improvements as needed including: UAT, tooling rollouts, reporting, and continuous-improvement efforts, Own local logistics, equipment/IT coordination, GDPR-aligned data handling, and regional business-continuity readiness

Leadership Experience: 3+ years leading or coaching support/operations teams, ideally in a matrixed or multi-site environment; proven ability to drive performance and culture through influence, not only direct authority, Strong command of core support KPIs (CSAT, FRT, TTA, TTR, QA, KCS, productivity) and demonstrated ability to move them; experience in a B2B SaaS support environment strongly preferred, Hands-on experience with WFM/scheduling (assembled or equivalent) and accountability for coverage, availability, and shrinkage in a real-time queue environment, Experience partnering on hiring at pace in a competitive talent market, Familiarity with Salesforce (Service/Omni), Assembled, JIRA, Slack, and Zoom; comfort building and reading operational dashboards, Ability to translate scorecard and operational data into clear, action-oriented reporting for both frontline managers and executive leadership

Experis, Experis jest globalną firmą doradztwa personalnego, adresowaną do specjalistów i kadry zarządzającej w obszarze IT. Wykorzystując potencjał kandydatów zapewniamy im wszechstronny rozwój zawodowy, łącząc ich z wiodącymi na rynku pracodawcami. Każdą technologię można kupić, ale prawdziwą wartością w biznesie są ludzie. Pozwól nam pomóc w rozwoju Twojej zawodowej przyszłości., , Agencja zatrudnienia nr 412.