Head of Customer Service (m/w)

Can happiness be delivered in a box? We’re convinced it can!

As Beliani, we bring stylish home and garden solutions to 19 markets, driven by the goal of making beautiful design affordable for all.

For us, "Delivering Happiness" isn't just a catchy phrase - it's the foundation of everything we do. That happiness starts with our customers and carries through to our team of over 700 ambitious professionals who aren't afraid to tackle daily challenges head-on.

If you value your growth, thrive in a dynamic environment, and want to make a real impact in e-commerce, join us!

Your responsibilities in this position:

● Define and own a global Customer Service strategy and operating model, ensuring consistent, high-quality service standards across all international markets.

● Drive digital transformation within Customer Service, including the adoption of automation, RPA, and AI-driven solutions such as Agentic AI to streamline workflows, reduce manual effort, and enhance both customer and agent experience.

● Establish a robust performance management framework, leveraging data, analytics, and customer insights to measure the effectiveness of all customer service initiatives and continuously improve outcomes.

● Hold full accountability for customer satisfaction, operational efficiency, and service quality KPIs.

● Provide leadership, governance, and strategic direction to Customer Service teams across all international markets, ensuring alignment, capability development, and consistent execution at scale.

● Being a mentor for senior management to improve customer experience across all departments.

What do we expect from you?

● Organisational, planning, and leadership skills to successfully manage and control a large Customer Service Department of 100+ agents, divided into several language teams, including Backoffice and QA / Operational Trainings.

● Ability to switch between the strategic and operational levels

● Hands-on attitude and problem-solving skills

● Strong client-facing and communication skills

● Analytical and data management skills

● Proficiency in English and Polish; Any other language is a plus

● Work from the office in Szczecin – relocation required.

What can you expect from us?

● Top management position reporting to the CEO

● Become a member of the executive management board

● Working in an international environment

● Non-corporate company structure

● Office in the city centre

● Full-time employment contract

● Flexible working time

● Premium Private healthcare package

● Multisport card

● 26 days off regardless of seniority

● Discounts on furniture purchases

● Pizza day

● Integration events

● Relocation support.

Please send your CV in English to the email address: praca@beliani.com

We do value all applications, however we will reply only to chosen candidates who will meet our expectations.