Customer Support Operations Manager
3400-4400 €/mon.
gross
CVbankas.lt calculator data.
Full-time
Kaunas
- CyberCare
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.
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
Why Join Us
The Perks of Joining Us
Compensation
- 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.
The Perks of Joining Us
- 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.
Compensation
- Gross salary - 3400-4400 EUR/month
Salary
3400-4400
€/mon.
gross
CyberCare
Hi there! We’re CyberCare, a member of the Tesonet Accelerator. Our team of 450+ professionals in Lithuania, Ukraine and the Philippines shapes how global technology companies provide customer care.
We make techworld easy! Our expert customer support teams work hand-in-hand with smart, AI-powered automation solutions – such as chat bots and email bots, which are developed in-house by CyberCare AI Labs – to deliver frictionless, customer-first experiences.
Resolving 4+ million cases annually across 170+ countries, we’re proud to provide world-class customer service to top tech brands such as NordVPN, Surfshark, Saily and more.
www.cybercare.cc
We make techworld easy! Our expert customer support teams work hand-in-hand with smart, AI-powered automation solutions – such as chat bots and email bots, which are developed in-house by CyberCare AI Labs – to deliver frictionless, customer-first experiences.
Resolving 4+ million cases annually across 170+ countries, we’re proud to provide world-class customer service to top tech brands such as NordVPN, Surfshark, Saily and more.
www.cybercare.cc
information about CyberCare
2220 €
Avg. salary gross
(3% higher than LT average)
332
Number of employees
10-20 mln. €
Revenue 2024 y.
Distribution of employees by salary (before taxes):
25% earn up to
1425 €
25% earn
1425-1845 €
25% earn
1845-2465 €
25% earn more than
2465 €