Customer Support Unit Manager

What You Will Do

• Help your team grow: lead, coach and motivate your team of Team Leads, ensuring departmental alignment with company objectives;
• Ensure and deliver operational goals defining the vision and strategic roadmap for the customer support unit in collaboration with senior leadership;
• Work on and lead process changes to improve our efficiency, quality and business value;
• Analyze team performance metrics and customer satisfaction data;
• Ensure the communication of results to internal and external stakeholders;
• Review, monitor progress, and provide feedback regarding leaders' performance.

What We Expect

• Experience in managing leaders (e.g. Team Leads, Supervisors) in a customer service environment;
• Great communication, leadership & change management capabilities;
• Proficiency in using data to drive decisions; familiarity with reporting tools, KPIs, and workforce planning;
• Ability to clearly convey strategy and expectations, and influence at all levels of the organization;
• Brings a growth mindset to leadership - continuously seeks to improve self, team, and processes through reflection, learning, and openness to change;
• Fluency in Lithuanian and English.

What We Offer

• Confident First Steps. We’ll guide you through onboarding, mentorship programs, and expert support every step of the way.
• Professional Development. Take control of your growth with access to an internal library, online guest speakers, soft and hard skill training, and Udemy access.
• Career Opportunities. Each year, around 30% of our team members advance their careers within CyberCare and other Tesonet Accelerator companies like NordSecurity, Surfshark, Mediatech, and Oxylabs, taking on new roles in product development, data analytics, marketing, sales, and more.
• Well-being Benefits. Prioritise your health with in-house physical trainers, 24/7 access to a free gym, private health insurance (for physical and mental health), or a wallet topped up with funds after 6 months.
• Office Perks and Comfort. Enjoy office with a music studio, chill zones, table tennis, PS5, sleeping room, snack-ready kitchen, bun breakfasts every Friday, public transportation discounts, and the flexibility to travel the world while working.
• Workplace Flex - At CyberCare, we work from our Vilnius and Kaunas offices, with the option to work from home two days a week - Tuesdays and Thursdays. Additionally, you can work remotely from anywhere in the world for up to 30 days per year.
• Technologies. Work with the latest tech, software, and gadgets, plus Nord Security products to secure your personal devices.
• Company Events. Join regular internal events, quarterly team buildings, OKRs events, workshops, and workation trips.
• Time Off and Extra Goodies. Take extra time off for rest, anniversaries, or life’s special moments. Enjoy gifts for new parents, weddings, graduations, and birthdays, along with family/partnership policies, partner discounts, and referral bonuses.
• Gross salary - 3801 - 4462 EUR/month.