Ingersoll Rand is committed to achieving workforce diversity reflective of our communities. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Customer HyperCare Team Leader

Location

Warsaw

About Us

Ingersoll Rand is a global market leader with a broad range of innovative and mission-critical air, fluid, energy, and medical technologies, providing services and solutions to increase industrial productivity and efficiency.

Our HyperCare Team is developed to be the first point of contact for external leads coming into our Industrial EMEIA Business Segment. Our mission is to offer a timely response to all incoming web enquiries and deliver a positive customer experience across our business line, reflecting the company’s commitment to delivering exceptional customer service and driving a positive Net Promoter Score. Key to this role is be the ability to nurture new leads while leading, managing, and proactively encouraging the team.

Job Summary

We are seeking a Customer HyperCare Team Leader with solid experience from customer care and/or from a similar team leader role in customer service. Customer HyperCare Team Leader will be responsible for overseeing the day-to-day operations of the Hypercare team within the Industrial EMEIA Business Segment. This person will also manage workflow, provide guidance and support to customer service representatives, and ensure the Hypercare process is handled promptly and professionally to elevate customer experience across the business.

Responsibilities 

• Lead Management: Oversee the HyperCare Team's response to inbound leads, ensuring efficient qualification and seamless hand-off to sales managers/channel partners, while maintaining high-quality customer experience standards.
• Website Interaction: Supervise the management of website chat functions and inbound calls, guaranteeing prompt and helpful responses to all visitor inquiries.
• NPS Enhancement: Spearhead initiatives aimed at improving the Net Promoter Score, and maintain a positive trend of our targeted KPIs on a weekly basis.
• CRM Oversight: Work on Salesforce’s potential to ensure accurate database management and process optimization.
• Team Leadership: Provide guidance and support to the HyperCare team, interacting with the Hypercare Manager, detailing team performance, preparing reports, identifying areas for improvements, ensuring Team’s goals are achieved. Assisting with onboarding process of new team members.

Basic Qualifications

• Solid experience in the Hypercare Team (internal candidates) 
• Experience with leading a team (external candidates)
• Experience with SalesForce or CRM required.
• Leadership skills with the ability to motivate and direct a team effectively.
• A goal-driven mindset with focus on achieving results.

Travel & Work Arrangements/Requirements

Hybrid working model (60 % from home, 40 % from the office). Occasional work during public holidays.

Key Competencies 

• Language requirements: English (C1/C2) and a second European language (B2/C1).

What we Offer 

• A Competitive Salary
• Annual Bonus
• Equity plan for new hires
• Private Medical Care
• Cafeteria / Holiday subsidy
• Flexible Working Hours (hybrid)
• Stable working environment, focusing on long-term cooperation
• Technical, Professional, and Skills Training
• International working environment

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Ingersoll Rand Inc. (NYSE:IR), driven by an entrepreneurial spirit and ownership mindset, is dedicated to helping make life better for our employees, customers and communities. Customers lean on us for our technology-driven excellence in mission-critical flow creation and industrial solutions across 40+ respected brands where our products and services excel in the most complex and harsh conditions. Our employees develop customers for life through their daily commitment to expertise, productivity and efficiency. For more information, visit www.IRCO.com.