About the role
MyDr, part of the Docplanner group alongside m.in and ZnanyLekarz, develops technology for healthcare, specifically, advanced software for Electronic Medical Documentation (EMD) and comprehensive clinic management. Since 2017, MyDr has become a key provider of cloud-based EMD solutions in Poland, supporting over 65,000 daily users who rely on its tools to keep healthcare safe and efficient.
Role overview
The Customer Care Team Leader will guide the Business Customer Care team in Warsaw. This position focuses on leading people, monitoring team performance, and driving process improvements.
Main responsibilities
- Lead a team of about 16, supporting their daily work and professional growth.
- Recruit and onboard new team members.
- Hold regular one-on-one meetings to strengthen relationships and exchange feedback.
- Analyze and report on team performance using established KPIs.
- Review customer interactions, including call recordings, and provide actionable feedback through coaching forms.
- Support team members’ development with growth plans, career paths, and involvement in additional projects.
- Advocate for the customer’s perspective in discussions with product teams, helping to improve service processes.
Additional activities
- Participate in cross-department and international projects, working with Customer Care, Sales, Product, and other teams.
- Recommend process improvements and share feedback on new initiatives.
- Join client meetings and onboarding sessions to stay informed about client needs and suggest process enhancements.
- Promote a culture of continuous improvement and high standards within the team.
Location
This role is based in Warsaw.
