Customer Care Manager (Poland)

Twisto, a Param Company, is a modern financial services provider operating across Central and Eastern Europe. Through our app, customers gain full control over their payments - they can defer or split purchases, share expenses, pay invoices, or shop using virtual and physical cards. We bring clarity, convenience, and fair exchange rates at home and abroad. Twisto is growing fast, continuously innovating, and expanding our services to make everyday financial life easier.

Role description:

As Customer Care Manager, you will play a key role in driving the company’s growth by taking responsibility for and managing customer service processes across the entire Customer Care Department, as well as supporting our customers throughout their entire journey with Twisto. On a day-to-day basis, you will create and develop these processes and the team involved in their implementation (based on customer feedback, your own observations and the team’s input).

As Customer Care Manager you will be:

• Managing the Customer Care Department (15–20 FTE), including recruiting new team members, coordinating the onboarding and training process, developing team members’ skills, evaluating team performance, and maintaining team motivation.

• Shaping customer service processes and ensuring a high standard of customer service (analysing feedback, monitoring trends and proactively addressing any areas requiring improvement).

• Initiating and coordinating process optimisation, automation, cost-saving measures or innovative solutions to improve customer service, to ensure maximum efficiency and effectiveness.

• Initiating and implementing new initiatives aimed at customer retention, as well as cross-selling and up-selling activities.

• Cooperation with the Sales and Marketing departments to shape a targeted customer service strategy, and with other departments within the organisation (Legal, Product, IT, Risk)

• Daily cooperation with the Customer Care Department in the Czech Republic.

What we offer:

• Opportunity to play a key role in a product-focused internaltional company – work in an independent position with a real impact on results with the opportunity to initiate new solutions and responsibility for the Customer Care Department in Poland.

• Cooperation with an international team and a brilliant Customer Care team in Poland.

• An employment contract (basic salary and bonus within the range of 10 500 - 13 250 PLN gross).

• Work from Monday to Friday, from the office or in a hybrid model with 2–3 days in the office (on-site induction for 1 month).

• 30 days of paid annual leave + 4 additional days off for administrative matters (34 days in total per year).

• Cash equivalent in connection with hybrid work.

• Lunch card (Edenred), private medical care and a subsidized Multisport card.

• 5 days of additional paid leave for fathers after the birth of a child.

• A well-located office in the center of Warsaw (Żelazna 59a).

• Min. 5 years’ experience in managing a customer service team in a similar role. Experience in the financial, FinTech, payments or e-commerce sectors would be an advantage.

• Proficiency in Polish at min. C1 level and English at min. B2 level (daily cooperation in English).

• Flexibility and pragmatism in assessing and adapting resources and organisational structures as the company grows.

• Analytical thinking with creativity, enabling the generation of innovative solutions based on data-driven insights.

• Stakeholder management involves regular engagement, expectation setting, and relationship building with internal parties.

• A high degree of independence, proactivity and openness (to new solutions and others’ opinions), whilst remaining task-oriented.

• Proficiency in using technology and the ability to quickly learn new work tools.

• Ability and comfort in working independently and in a dynamic environment.

• Self-motivation, positive thinking and a solution-oriented mindset.

• Bachelor’s degree.