Customer Success Team Lead

Lithuania·VilniusFull Timelead

OtherCustomer Success Team Lead

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Quick Summary

Overview

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.

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OtherCustomer Success Team Lead

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.

The team waiting for you:

Our Customer Success team is responsible for building consistent, high-quality support operations and helping agents solve customer cases with confidence. In this role, you’ll lead a team of 9 agents, guiding their development, supporting them through complex cases, and strengthening how they handle conversations, de-escalations, and internal escalations. As the department grows, we’re looking for a structured, data-driven leader who can improve processes, identify risks early, and bring more clarity to how the team works. The challenge is to balance hands-on team leadership with shaping the future of the CS department through focus, structure, and practical decision-making.

Lead a team of Customer Success agents by setting clear expectations, coaching day-to-day performance, and helping each team member strengthen their customer communication and problem-solving skills.

Manage complex customer escalations directly, coordinating the right internal stakeholders and keeping clients informed until the issue is resolved.

Plan shift schedules, monitor ticket queues, and balance workload across the team to maintain response quality and reduce delays.

Use Salesforce, Intercom, and Jira to track team performance, identify recurring customer issues, and spot risks that may affect response times, satisfaction, or retention.

Improve Customer Success processes by identifying gaps in workflows, implementing practical changes, and measuring their impact on efficiency and customer experience.

Share customer insights with Product, Account Management, and Sales teams so recurring pain points, product feedback, and client risks are addressed in product updates, fixes, or commercial conversations.

Apply our leadership principles to guide your team and drive results.

At least 2 years of proven experience in a customer support or customer success role.

Experience leading, mentoring, or coordinating a team, with an empathetic leadership style and confidence making decisions independently.

Strong understanding of support operations and key quality metrics, with experience improving processes in areas such as reporting, analysis, cross-team communication, or agent development.

Excellent communication skills in English and Lithuanian.

Strong interpersonal skills, with the ability to build effective communication channels within and across teams.

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: https://career.oxylabs.io/blog/our-work-benefits/.

Up for the challenge? Let’s talk!