Job Overview
Location
Prague, Czech Republic (Headoffice)
Job Type
Full-time
Category
Customer Support
Date Posted
March 25, 2026
Full Job Description
đź“‹ Description
- • As a Customer Care Team Lead at Rohlik Group SE, you will be at the forefront of delivering an exceptional customer experience, a cornerstone of Rohlik's reputation as a beloved brand. This role is pivotal in ensuring that our customer service is not only fast and efficient but also deeply human and genuinely helpful, setting the benchmark for excellence in the e-grocery sector. You will be the driving force behind a team dedicated to making this promise a reality every single day, particularly during peak times or when complex issues arise.
- • Your day-to-day responsibilities will encompass the full spectrum of team leadership and operational oversight. This includes actively coaching, providing constructive feedback, managing performance, and ensuring the highest quality of service delivery through regular 1:1 meetings, performance reviews, and motivational strategies. You will be responsible for the daily operational flow, including managing team attendance, strategically distributing tasks to optimize efficiency, and conducting quality checks to maintain service standards. A key aspect of your role will be to meticulously monitor and achieve key performance indicators (KPIs), with a strong emphasis on Customer Satisfaction (CSAT) scores, and to proactively implement corrective actions when performance metrics indicate a decline.
- • You will be the primary point of contact for handling complex customer escalations, including intricate complaints, requests to speak with management, and critical incident management, ensuring that all situations are resolved with professionalism and efficiency. Furthermore, you will be empowered to make critical real-time decisions based on fluctuating customer volumes and shifting priorities, adeptly reallocating team resources to address immediate needs and prevent service disruptions. This involves a dynamic approach to resource management, ensuring that the team remains agile and responsive to operational demands.
- • A significant part of your contribution will involve preparing detailed data for performance evaluations and the accurate calculation of variable wages, ensuring transparency and fairness in compensation. You will also be tasked with keeping your team consistently informed about important updates, procedural changes, and the introduction of new processes, communicating information clearly and in a timely manner to foster alignment and understanding. Your role extends to supporting the onboarding and training of new team members, ensuring they are equipped with the knowledge and skills to succeed.
- • You will be instrumental in identifying opportunities for process improvements and the integration of automation within customer care operations. You will collaborate closely with your manager and peers to conceptualize and drive the implementation of these enhancements, aiming to streamline workflows and elevate service delivery. Moreover, you will engage in cross-functional collaboration with other departments to address recurring customer issues comprehensively and to contribute to the overall enhancement of the end-to-end customer experience, acting as a vital link between customer feedback and operational improvements.
- • This role offers a unique opportunity to combine people leadership with substantial operational ownership, moving beyond mere supervision to actively shape the customer journey. You will have the autonomy to refine existing workflows and introduce innovative solutions, including greater automation, to enhance efficiency and customer satisfaction. By leveraging real-time data, including CSAT scores, operational volumes, and other critical KPIs, you will make informed decisions that have a tangible impact on the business and customer loyalty. The position also provides a pathway for professional development, allowing you to grow alongside Rohlik as the company expands and evolves, with every challenge presenting a new learning opportunity and a chance to make a significant impact.
- • The team you will lead is central to Rohlik's identity, directly influencing customer satisfaction and fostering loyalty through consistently excellent service. You will be part of a dynamic environment where rapid decision-making, mutual support, and shared success are core values. The company culture encourages recognition among colleagues, with a system for peer credits that can be redeemed in the internal cafeteria, fostering a positive and appreciative work atmosphere. This role is ideal for someone who thrives on taking ownership, acting decisively, and driving results in a fast-paced, customer-centric organization.
🎯 Requirements
- • Proven experience in customer service or customer-facing roles, demonstrating a strong understanding of customer needs and service excellence.
- • Required team lead or supervisor experience, encompassing performance management, people leadership, and effective decision-making in a customer service context.
- • Advanced proficiency in Czech/Slovak and English, both written and spoken, for clear and effective communication.
- • Minimum communicative level in German (written and spoken), essential for handling customer interactions in this language.
- • Ability to work with KPIs, operational reports, and data analysis to drive performance improvements.
- • Willingness to work on shifts as part of the team schedule.
🏖️ Benefits
- • Competitive fixed salary with transparent and fair reward structures, free from bonus games or internal politics.
- • Daily complimentary lunch, along with fresh fruit and vegetables available in the office to support employee wellbeing.
- • Significant flexibility with the option to work from home more often than from the office, depending on shift arrangements and team requirements, alongside unlimited paid vacation based on a trust-based system.
- • Opportunities for personal and professional growth, mirroring the company's expansion and offering chances to learn and make a substantial impact.
- • A tangible sense of impact, with work that directly influences how people eat and live, visible from the outset.
- • A peer recognition system (peer credits) for acknowledging colleagues' efforts, redeemable in the internal cafeteria.
- • Complimentary Xtra membership with a 10% cashback on all purchases made on Rohlik.cz.
- • Support for sport and wellbeing through company sports challenges and a subsidized Multisport card.
Skills & Technologies
Go
Senior
Onsite
About Rohlik Group SE
Rohlik Group is a European technology leader focused on revolutionizing the e-grocery sector. Rohlik provides customers with fast delivery, often within 60 minutes or specified 15-minute windows, and a wide selection of over 17,000 items. The company focuses on meeting the daily and weekly grocery needs of families in Europe with a broad assortment that includes private label brands, locally sourced goods, and international brands. Rohlik Group operates in multiple countries, including the Czech Republic, Hungary, Austria, and Germany. Rohlik boasts a world-class Net Promoter Score of 70% across all countries.
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