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 contract
• Location: Poland
• Organisation: Physitrack and Champion Health

About 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 standards
• Proper work-life balance
• Remote-first team with flexible working hours
• Async work with as few meetings through the week as possible
• Small, enabled team with no unnecessary corporate overhead
• 20 days of paid PTO
• Team retreats 1-2 times a year

How 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.