Customer Success Team Lead

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.

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.