Customer Care Team Lead (German/French Speaker)

Join Tylko, Where Design Meets Technology

Founded in Warsaw, Poland, in 2015, Tylko is redefining how we design, shop for, and experience furniture. Frustrated by mass-produced, one-size-fits-all solutions, the team created something smarter: bespoke storage that balances cutting-edge technology, premium craftsmanship, and sustainable production.

With millimetre-perfect precision, every piece is made-to-order and crafted locally, minimising waste and maximising longevity. The result? A new standard in furniture - one that fits your space, your style, and your life.
Why It Matters

We're not just building furniture. We're changing how people think about living with it. By merging technology and design, we help people create spaces that truly reflect who they are. If you believe that good design can make everyday life better, you'll feel right at home here.
How We Work

We believe in small teams, big ideas, and simple processes. No endless paperwork, no silos. Just open communication, shared goals, and a healthy dose of curiosity. We start small, think big, and move fast, because progress always beats perfection.

At Tylko, collaboration and trust aren't buzzwords - they're how we work. From day one, you're part of a team that makes real decisions and brings them to life together. You'll have the freedom to share ideas, turn them into action, and shape the space around you literally. Here, learning isn't a bonus. It's part of the job.

Customer Care Team Lead (German/French Speaker)

The Role & The Team

We're looking for a Customer Care Team Leader to join our Customer Care Team - the team responsible for supporting our customers throughout their entire journey with Tylko. In this role, you will lead and develop a group of Customer Care Specialists, ensure high service standards, solve complex cases, and drive improvements across processes, documentation and customer experience.

You'll work closely with teams across the company, including Operations, Finance, CRM, Growth, Physical Experience, and Training & Quality, as well as with our external BPO partner. Your goal will be to maintain excellent service levels, support the team in daily challenges, and ensure that customer insights translate into meaningful business improvements.

Once you join our Team you will:

• Lead and support the team Guide Customer Care Specialists in reaching their goals and create a collaborative, supportive work environment. Provide regular feedback, set clear expectations, and ensure each team member has the resources needed for development and high performance.
• Ensure service excellence Monitor and maintain expected service levels (SLA) and customer satisfaction (CSAT). Analyse KPIs and efficiency indicators to identify improvement areas and implement actions that raise overall service quality.
• Solve complex cases Support the team in handling the most challenging customer issues. Train Specialists in problem-solving, create procedures for complex or recurring cases, and ensure high standards of case resolution.
• Improve processes across the customer journey Identify inefficiencies, propose solutions and coordinate their implementation within the team or together with other departments. Help build consistent, scalable processes that enhance customer experience.
• Analyse customer insights Track customer experience metrics, analyse trends, and share insights with other teams to support decision-making and business goals.
• Manage knowledge & documentation Create and maintain internal documentation, FAQ articles and knowledge-base content. Support a culture of continuous learning and knowledge sharing within the team.

Why Tylko?

Being a part of the Tylko team goes beyond clocking in every day. We celebrate inclusivity and work together to build a culture of happy, healthy employees who are truly heard. We provide:

• One bonus day off every month (in addition to regular days off)
• Comprehensive healthcare
• Multisport card
• A generous discount on all Tylko products
• A dog-friendly office!

What we're looking for:

Must have

• 2+ years of experience as a leader of customer care / customer support team, including work with complex cases
• Leadership skills and experience guiding or managing a team
• Excellent problem-solving and communication skills
• Strong organisational abilities and attention to detail
• Empathy, positive attitude and a proactive approach
• Multilingual proficiency: Fluent in English, Polish, and German or French (all at C1 level or higher)
• Ability to work in our Warsaw office 3 days a week

Nice to have

• Experience in e-commerce
• Experience working with cross-functional teams or external partners (BPO)

Your Recruitment Journey

We like to keep things simple, transparent, and human:

1. Video call with HR and/or Hiring Manager - a friendly chat to get to know each other.
2. Task or case study - a chance to see how you approach real challenges.
3. Meeting with C-level and Founder - your opportunity to meet the people shaping Tylko's future and ask questions at the source.

Sometimes the process takes a slightly different route. We hope you'll forgive us, but flexibility is part of who we are.

Ready to Design the Future with Us?

If you're looking for a place where your ideas matter, your curiosity is fuel, and your work has real impact - let's talk. Join Tylko and help us make furniture smarter, homes happier, and everyday life a little more beautiful.