Lieu
Kaunas, Lituanie
Mode de travail
Sur site
Catégorie
Support client et réussite client
Langue
English
Publié
30 avril 2026
Dernière vérification
29 mai 2026
Contexte JobGrid
Résumé du poste par JobGrid
Customer Support Operations Manager at CyberCare: Kaunas, Lituanie; Sur site; Support client et réussite client. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Kaunas, Lituanie, Sur site
- Role classification: Support client et réussite client
- Source freshness: checked by JobGrid on 2026-05-29.
- Application path: candidates continue to the employer application page with non-personal referral tags.
Great Cyber products are not created by accident. Their success is ensured by hard-working people, just like you. So why not join a talented CyberCare Customer Success team with the mission of making the tech-world easy?
We're looking for an experienced and ambitious person to lead a part of our Customer Support unit. In this role you will be leading up to 100 people to assure the best experience for our customers. It goes without saying – you must be capable of overseeing day-to-day operations and ensuring team objectives are successfully achieved.
What Makes You A Strong Match
- Leadership Experience: 2+ years of experience managing leaders (e.g., Team Leads, Supervisors) in a customer service or similar operational environment.
- Core Competencies: Clear communication, leadership, and change management capabilities, with the ability to lead by example and inspire your team.
- Strategic & Proactive Mindset: A proactive mindset with the ability to convey strategy clearly, influence at all levels, and continuously seek improvements for yourself, your team, and our processes.
- Data Proficiency: Strong ability to use data to drive decisions, with a good understanding of reporting tools, KPIs, and operational metrics.
- Industry Expertise: A strong understanding of the customer support field, ideally within a contact center environment.
- Language: Fluency in English.
What You'll Do And Learn
- Leadership & Development: Lead, coach, and motivate a team of 5 Team Leads (in Kaunas and Ukraine) by setting clear goals and expectations, running regular one-on-ones and calibrations, building development plans, and growing leadership capabilities, while ensuring departmental alignment with company objectives.
- Change Management & Operational Oversight: Own day-to-day operations and performance across KPIs, guiding Team Leads to meet targets while articulating strategy, influencing at multiple levels, and driving structured, data-driven change that lifts performance and maturity.
- Strategic Improvement: Define a strategic roadmap for our customer support unit in collaboration with our Unit Manager. You will identify process gaps and lead changes to improve efficiency, quality, and business value.
- Data-Driven Decisions: Analyze performance data and customer satisfaction insights to drive improvements and back new initiatives. You will provide guidance to Team Leads based on data analysis.
- Stakeholder Communication: Report results, risks, and improvements; manage escalations; maintain strong, transparent communication flows between Kaunas, Ukraine and Vilnius.
What's In It For You
- Impact: shape the Kaunas site’s operational excellence and ensure consistency across locations.
- Growth: partner closely with a Unit Manager and implement best practices while developing future leaders.
- Smooth start in tech with onboarding & mentorship.
- New modern office + option to work from home twice a week (after probation period).
- Health insurance, free in-house 24/7 gym & workout sessions.
- Kitchen full of snacks & bakery goods on Fridays.
- Various internal and online training, books - everything you need to reach your full potential.
- Clear growth path - move inside of CyberCare or Tesonet.
- Gross salary - 3400-4400 EUR/month