Customer Support Operations Manager

Lithuania·Kaunas,KaunasFull Timemid

OperationsOtherOperations ManagerSupport

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Quick Summary

Overview

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?

Technical Tools

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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.

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.

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.

Why Join Us

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