Customer Success Team Lead
2900-4350 €/mon.
gross
CVbankas.lt calculator data.
Full-time
Vilnius
- Oxylabs
We’re a team of 500+ professionals who develop cutting-edge web data gathering solutions for thousands of the world’s best known businesses, including Fortune 500 companies.
What’s in store for you:
Plenty of career opportunities — and we’ll help you seize them with internal/external learning resources and knowledge sharing events. To make your professional growth journey smooth, you’ll have a supportive team around you, as well as access to mental and physical well-being resources.
What’s in store for you:
Plenty of career opportunities — and we’ll help you seize them with internal/external learning resources and knowledge sharing events. To make your professional growth journey smooth, you’ll have a supportive team around you, as well as access to mental and physical well-being resources.
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: career.oxylabs.io/blog/our-work-benefits/.
The rest is on us:
- Growth: Turn your experience into a personal career journey through internal and external training, a books library, training platforms, online courses and mentorship;
- Travel: Get a taste of the world by attending conferences and business trips from Silicon Valley to the Middle East;
- Comfort: Hybrid work, offices based in the heart of Vilnius & Kaunas, and the ability to travel the world while working;
- Well-being: Private health insurance, on-site gyms, personal coaches, and other mental and physical well-being benefits help you stay fresh and steady;
- Celebrations: Extra vacation days & gifts for special occasions and the years spent with us;
- Team building: Regular internal events, quarterly team buildings, workshops, team retreats & workation trips;
- Office perks: Fully stocked kitchens, PS5, Foosball, ping-pong, Friday bun tradition, Mixtape Fridays & more;
- Tech: Bringing you the latest in technology, software, and gadgets to make your workday as smooth as possible;
- Bonus: Referral bonuses, discount offers and more. Much more;
Salary
2900-4350
€/mon.
gross
Oxylabs
WHO WE ARE
Oxylabs is an international, industry-leading B2B tech company, providing tools and resources for web data gathering. Our mission is to ensure that every company, big or small, has access to data. It is our belief that data gathering should be important for every business seeking success.
OUR PRODUCTS
We offer a wide range of proxies and data gathering solutions. Our products are used for market research, e-commerce, ad verification, brand protection, travel fare aggregation and more.
OUR PEOPLE
At Oxylabs, we are building a team of talented and driven professionals. While working with top tier cutting-edge technology, it is necessary for everyone in the team to be creative and innovative – and so we are!
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Oxylabs is an international, industry-leading B2B tech company, providing tools and resources for web data gathering. Our mission is to ensure that every company, big or small, has access to data. It is our belief that data gathering should be important for every business seeking success.
OUR PRODUCTS
We offer a wide range of proxies and data gathering solutions. Our products are used for market research, e-commerce, ad verification, brand protection, travel fare aggregation and more.
OUR PEOPLE
At Oxylabs, we are building a team of talented and driven professionals. While working with top tier cutting-edge technology, it is necessary for everyone in the team to be creative and innovative – and so we are!