The Role
You will lead a team of up to 100, overseeing operations, coaching Team Leads, and driving strategic improvements using data analysis to enhance customer support effectiveness.
Summary Generated by Built In
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 You Will Do
- Leadership & Development: Lead, coach, and motivate your team of 6 Team Leads, ensuring departmental alignment with company objectives and fostering their professional growth.
- Performance & Operations Oversight: Oversee day-to-day operations and analyze team performance metrics. You will ensure operational goals are met by guiding Team Leads to achieve their objectives.
- 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: Ensure the communication of results to stakeholders.
What We Expect From You
- Leadership Experience: Proven experience in managing leaders (e.g., Team Leads, Supervisors) in a customer service or similar operational environment.
- Data Proficiency: Strong ability to use data to drive decisions, with a good understanding of reporting tools, KPIs, and operational metrics.
- Core Competencies: Great 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.
- Industry Expertise: A strong understanding of the customer support field, ideally within a contact center environment.
- Language: Fluency in English. Fluency in Lithuanian is a big plus.
What we offer
- Career development training - Internal and external events, online training, conferences, books - everything you need to reach your full potential.
- Health benefits - Private health insurance, online workouts, consultations, programs to improve mental health to feel and be your best. For those who seek flexibility and autonomy in their health-related benefits we give a wallet topped up with funds that you can spend across a variety of health and wellness services.
- 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 us and we will deliver the latest advancements in technology, software, and gadgets to optimize and streamline your daily workflow. Also, we will provide you with Nord Security, and Saily products so you can also secure your personal devices!
- Company events - Regular internal events, quarterly team buildings, OKRs events, workshops & workation trips.
- Office perks & public transportation - Fully stocked kitchens, snacks, drinks, pet friendly offices. Also we offer a discount and encourage using public transportation at a lower cost.
- Time off - Additional time off for rest, for anniversaries, or to celebrate life’s special moments.
- Bonus - Discount offers for health, sport, food/drinks, leisure, home/auto services, referral bonuses.
- Gross salary - 3400-4400 EUR/month
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The Company
What We Do
Wow! experiences, progression, and teamwork-driven customer success company making techworld easy ⚡️ We shape the way tech companies provide customer support by adding a human touch mixed with a splash of innovative solutions. Chat by chat, case by case, we are challenging the norm across the globe with the magical “hello” that only we know how to say. Powered by Tesonet
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