Head of Customer Service

💚 Your role

As a Head of Customer Service, you’ll contribute directly to our mission of connecting Customer Service teams. You’ll have the space to take ownership, shape processes, and make a meaningful impact in your area of expertise. We are looking for a senior leader and process architect who will not only keep operations running smoothly, but will actively shape our teams, develop team leaders, and push the boundaries of what modern AI-powered customer support can achieve.

What you’ll do:

Full ownership of customer support performance: You will be responsible for the operations of all customer support channels across the Ticketportal and GoOut brands. You will monitor and improve key metrics such as SLA, CSAT, efficiency, and cost-effectiveness.

Leadership and development: You will lead and mentor team leaders. Your role will be to help them grow, challenge them constructively, and build strong leadership capabilities for managing their own teams.

Workflow design and optimization: You will design and continuously improve workflows to ensure they are scalable and efficient.

AI implementation: You will identify opportunities to meaningfully integrate AI and automation into processes, enabling the team to focus on higher-value activities.

Bridging business and technology: You will be a key partner for our internal product team and external vendors. You will be able to translate business needs into the language of processes and technology.

What we’re looking for:

A visionary leader: You have proven experience in leading people, especially in developing other managers or team leaders.

A process architect: You enjoy breaking workflows down into their components and rebuilding them in a better and more efficient way.

A contact center expert: Administration of CC systems is second nature to you (experience with Daktela from an admin perspective is a huge plus).

An analytical mindset: You make decisions based on data and are able to interpret results for the board.

A technology enthusiast: You follow trends in AI and automation and know how to apply them practically in CX.

Experience in a complex environment: Experience in a multi-brand or multi-market environment is considered a strong advantage.

fluent communication skills in Czech and English (B2/C1) 

🩶 Benefits & Why You’ll Love Working Here:

Hybrid work after the probation period – usually 3 days in the office, up to 2 days home office (we trust teams to agree on what works)

All benefits below from day one for HPP employees

25 days of holiday

MultiSport card – you pay 330 CZK, we cover the rest

Edenred Flexi benefits – 10,560 CZK/year for culture, leisure, health or education

Meal vouchers – 124 CZK per working day, paid monthly with your salary

FreshPoint fridge with yummy ready-to-eat meals for the better price

Fully stocked kitchen – fruit, snacks, great coffee, toasties and plenty of alternative milks

Modern office in the centre of Prague – right by the main train station, co-working spaces included, and yes… the rooftop with breathtaking sunset views of Prague Castle

Coursera Plus for learning and your growth

Possibility of joining English classes

Company MacBook

Team life – monthly breakfasts with leaders, summer BBQs, offsites, sports, Xmas parties… and room for your ideas (seriously!)

Open, no-bullshit communication and a high-trust culture

🤝 Recruitment process

Apply: Send your CV in English with a few sentences on why you’d like to join us.

Get to know each other: a casual call with Kamila from People Team about your motivation and experience.

Interview with Hiring Manager: Conversation about the role, daily agenda, and expectations.

Show us your skills: A test case study or trial day where you can showcase your approach and how you would bring your expertise to our team.

Meet the rest of the XY team.

Job offer – If it’s a match, we’ll be happy to welcome you to the team!

👋 Ready to join?

Every year, we sell over 15 million tickets to concerts, festivals, theatre, and more — and every role here helps make that happen. Be part of a team where your work truly connects people with the moments that matter.