Customer Care Manager - B2B

Job offer

As a Customer Care Manager, you will be responsible for overseeing our B2B segment across markets. Your task will be to ensure that our corporate clients receive the highest quality support while building a scalable system based on modern technology and data.

What will your responsibilities be?

• Operational Excellence: You will take full responsibility for end-to-end B2B Customer Care processes, setting SLAs, escalation models, and operational standards.
• Scaling and Innovation: You will build scalable and sustainable support with an emphasis on automation, self-service solutions, and effective use of technology.
• Data-Driven Performance: You will regularly analyze performance data (KPIs, costs, trends) to increase efficiency and reduce costs while maintaining service quality.
• Growth Initiatives: You will actively identify opportunities for B2B segment growth and translate them into concrete initiatives that benefit both customers and the business.
• Team Leadership and Development: You will manage the performance of the B2B team, provide regular feedback, and support a culture of continuous learning and accountability.
• Stakeholder Collaboration: You will work closely with marketing and sales teams on targeted acquisition and retention activities based on real customer insights.

What do we expect from you?

• Proven Leadership: You have experience leading and managing support or sales teams for at least 3 years, ensuring company goals are met.
• B2B Expertise: You have a background in B2B customer support or digital financial services.
• Analytical Mindset: You possess structured thinking and the ability to make decisions based on data, even when information is incomplete.
• Stakeholder Management: You can manage expectations across teams and follow through on agreements.
• Technical Savvy: You have a technical understanding of customer care systems and are familiar with tools like JIRA, Daktela, Slack, or Confluence.
• Language Skills: You have an active command of English (B2 level) and Czech (C1 level).
• Proactive Approach: You are independent in problem-solving and can handle multiple tasks simultaneously in a dynamic environment.

What will you find at Twisto?

• 30 days of vacation plus 4 “Whatever Days” - take them whenever you need a break!
• Healthy lifestyle support - we offer a subsidized MultiSport card and numerous office perks, including fresh fruits, great coffee, chai lattes, and regular team events.
• Discounted mobile plan and Twisto Premium, meal allowance.
• Hybrid work flexibility - we have an office in Karlin, but you can work from home occasionally as well.
• A friendly and informal atmosphere - we all know each other, skip unnecessary formalities (no clocking in), and yes, we’re a dog-friendly office.

Does this sound like your next challenge? Send us your CV and let’s talk about what we can build together!