Customer Support Team Leader

Job Type: Fully remote. Occasional travel to build relationships with the team.Hours: Full-Time.Base Salary: €3500-4500 per month, B2B contractLocation: PolandOrganisation: Physitrack and Champion HealthAbout Us:At Physitrack our Mission is to elevate the world's wellbeing. We’re a global digital healthcare provider with team members on four continents, customers in 17 time zones, and millions of end users in 187 countries. We have two products: Physitrack - a SaaS B2B platform used by physiotherapists and their patients, Champion Health that is a Wellbeing platform.The Role:We’re looking for an experienced and technically capable Customer Support Team Leader to lead this new chapter. You’ll work directly with our Head of Engineering to build, shape, and inspire a high-performing support team. You’ll ensure we deliver world-class service by combining human expertise with cutting-edge AI tools to support our product offering - Physitrack and Champion Health.What You’ll Do:Own the end-to-end support operations, including ticket management, escalation handling, and customer experience improvements.Act as the go-to escalation point for complex and sensitive issues.Implement and optimize AI-powered tools (like Ada and Help Scout) to automate and streamline workflows, while ensuring a human touch where needed.Maintain and expand our knowledge base, working closely with other teams to keep it accurate and helpful.Collaborate with Product, Engineering, and Compliance teams to close the feedback loop and ensure customer insights inform product priorities.Foster a positive, collaborative team culture with regular check-ins and coaching.Lead the recruitment and onboarding of Customer Support team.Establish clear performance metrics and pathways for career development.Who You Are:Proven experience leading or managing customer support teams, ideally in a tech, healthcare or SaaS environment.Strong technical acumen: you understand modern support platforms and how to leverage AI in customer service.Excellent written and spoken English and Polish (C1+ level)Empathetic and decisive leader who knows how to keep a team motivated and aligned.Comfortable working in a remote-first, fast-paced environment.Data-driven mindset: you know how to track performance and identify opportunities for improvement.Nice to Have:Experience supporting healthcare software or working with sensitive data (GDPR, HIPAA).Familiarity with Help Scout, Ada, or similar tools.Understanding of affiliate programs or working in multi-tenant SaaS environments.Why Join Us?You’ll have a chance to build something from the ground up: a modern support team, fully integrated with our engineering-driven culture. You’ll work in a company that values innovation and continuous improvement – and you’ll be empowered to make a real impact.What we offer?Experienced team with high engineering standardsProper work-life balanceRemote-first team with flexible working hoursAsync work with as few meetings through the week as possibleSmall, enabled team with no unnecessary corporate overhead20 days of paid PTOTeam retreats 1-2 times a yearHow to Apply:Interested candidates should submit their CV. Physitrack is an equal opportunity employer and values diversity. Employment decisions are made based on qualifications, merit, and business need.Originally posted on Himalayas

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