GETTING PEOPLE JOBS SINCE 2005
Since 2005, we’ve helped more than 10,000,000 folks from all over America (and beyond!) discover their career path, build stronger resumes, interview with confidence, and boost their chances of finding the right job in less time.
Job description
We are the Polish branch of the BOLD group, building the largest career websites in the world since 2005 with our colleagues in San Francisco, Puerto Rico, and India. Our products, intended to help people find and kick-start their dream careers, draw in over 20,000,000 visitors a month and have been featured in The Guardian, Forbes, and The Financial Times.
We’re in the business of making a positive difference—and now, you can join us in helping millions of job seekers change their careers and their lives for the better.
What are we doing inside BOLD PL?
Our team connects the first line of customer contact and the rest of the company. We help our customer care team to shine by providing coaching on their interactions. Going above and beyond for our customers is what we are looking for! We are also essential to the company’s retention strategy, and our results directly impact this objective. We focus on developing new projects to help our agents achieve this goal.
What will you learn?
As a part of our team, you can develop your coaching skills while working with teams from different cultures. Thanks to your advice and support, you will see the agents grow, and you will have a say in how the customers experience our services firsthand. We value independence in organizing tasks and a proactive approach so you can influence the company’s most important goals!
What does our week look like?
We meet daily to discuss the progress of our quarterly projects, celebrate our wins, and face challenges. On Mondays, we plan the week’s tasks; on Tuesdays, we openly discuss the results and next steps. Every two weeks, each team member meets with the direct supervisor to share feedback, track objectives, and plan growth.
Your daily tasks:
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Perform quality evaluations of verbal and written customer interactions conducted by outsourced agents.
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Provide recommendations for call flow, QA guidelines, and training.
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Assist with identifying agents not meeting QA standards and recommend necessary coaching or action plan.
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Analyze agents’ performance and recommend to achieve the company’s retention goals.
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Provide quality performance feedback to Customer Support Agents.
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Support the development of internal quality and compliance documentation and training materials
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Support supervisors and the team in the area of Customer Service.
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Collaborate with other teams and share ideas for product improvements.
Requirements
Must-haves:
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Fluent command of French and English.
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Experience in providing quality feedback in a Customer Service environment.
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At least one year of experience in assisting customers via phone.
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Excellent communication skills.
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Performance- and goal-centric mindset.
Nice to haves:
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Experience with retention- or sales-oriented customer service projects.
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Experience with a subscription business or service.
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Additional language French on B2/C1 level will be an asset.
What do we offer?
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Equipment and Internet Program – the company reimburses the Internet expenses and one-time equipment purchase to make your work comfortable when we work remotely (additional to a laptop and necessary accessories we provide all employees with by default).
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Flexible working hours – we have no problem if you prefer to work early in the morning or start work at noon – you decide for yourself. We work the way we want to achieve the best results.
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Remote work – we are open to full remote candidates (in Poland). If you prefer, you can also work from the office in Warsaw.
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Language lessons – you can sign for English/German/Polish/Spanish/French or Italian classes organized by the company.
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Wellness and mental health programs (Yoga classes twice a month and access to Modern Health app that offers individual sessions with psychologists and/or coach).
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Private healthcare (Medicover) and Multisport Card (both single packages are fully refunded by the company).
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Udemy Business platform – unlimited access to 5,500+ courses.
CV in English is required. Applications without it will not be considered.
By clicking “Apply for this job” you choose to participate in the recruitment process conducted by Bold PL sp. z o.o. with its registered office in Warsaw, 00-032, ul. Przeskok 2. To learn more about your personal data processing please click here.
