Regional Support Lead

Hybrid work (3 days per week from Cracow's office)

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/backfi ll 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;
   

Requirements:

• 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 to światowy lider rekrutacji specjalistów i kadry zarządzającej w kluczowych obszarach IT. Z nami znajdziesz konkurencyjne oferty zatrudnienia oraz ciekawe projekty IT skierowane zarówno do ekspertów z wieloletnim doświadczeniem, jak i osób, które dopiero zaczynają swoją przygodę w branży IT.