Customer Success Team Lead

In this role, you’ll:

• Team Management: Lead a team of Customer Success agents, focusing on skill development, performance management, and coaching. 

• Escalation Handling: Directly manage complex customer issues and escalations, ensuring timely resolution and clear communication with clients.

• Reporting & Analysis: Utilize tools like Salesforce, Intercom, and Jira to track team performance and to identify trends, risks, and areas for improvement.

• Process Improvement: Identify gaps in existing processes and implement changes to enhance efficiency, reduce response times, and improve overall customer satisfaction.

• Cross-Team Communication: Act as a liaison between the Customer Success team and other departments, such as Product, Account Management & Sales.

• Agent Development: Provide regular feedback and mentoring to agents, helping them build confidence and develop their skills in customer success.

• Workload & Schedule Management: Plan shift schedules and manage ticket queues to ensure an even workload distribution among team members.

• Collaboration on Product Feedback: Provide insights from the CS team to the Product team, ensuring customer pain points are addressed in product updates or fixes.

Your skills & experience:

• An empathetic leader, who has strong decision-making skills and a high level of autonomy. Experience in leading a team would be desired.

• 2 years of proven experience in a customer support role.

• Deep understanding of support operations and main quality metrics. Experience in leading process improvement projects related to Reporting & Analysis, Cross-team communication, agent development or other within Customer Success.

• Excellent communication skills in English and Lithuanian.

• Strong interpersonal skills and the ability to build effective communication channels within and across teams.

Salary & Benefits:

• Gross salary: 2900 - 4350 EUR/month + bonuses. Keep in mind that we are open to discuss a different salary based on your skills and competencies.
• Growth & Learning: 40+ internal learning options, external conferences, mentorship, and year-round knowledge-sharing.
• Health & Well-being: Private health insurance, psychotherapy, on-site well-being consultants, 24/7 gym access, and a wellness app.
• Celebration & Community: Team events, an overseas workation, quarterly team-building budgets, and plenty of ways to mark milestones together.
• Plus bonus vacation days, paid life-moment days off, barista coffee, and all the tools you need. See the full list of benefits here: https://career.oxylabs.io/blog/our-work-benefits/.