Customer Success Team Lead (Day shift)

About the Position

Customer Success Team Lead (Day shift)

We’re CyberCare-a customer care company for global tech brands and part of the Tesonet venture builder. Our team of 370+ professionals combines AI-powered automation with a human touch to deliver smooth, stress-free experiences to millions of tech users worldwide.

We’re redefining what support looks like and taking it to the next level: the AI level. While automation handles the routine tasks, you and your team step in for everything that matters-sharp troubleshooting, deep problem-solving, and the kind of empathy no machine can replace.

Responsibilities

• Lead and Grow: Mentor, motivate, and help your team grow their careers in a rapidly evolving, AI-enhanced environment.
• Embrace AI & Critical Thinking: Develop a deep understanding of our AI tools, instilling a critical, analytical mindset in your team to maximize these technologies and performance.
• Navigate the Unknown: Help your team tackle complex escalations and solve unprecedented problems that don't have pre-written answers in the internal knowledge base.
• Own the Operations: Oversee day-to-day workload distribution, ensure team objectives are met, and manage schedules.
• Track & Optimize: Monitor specific KPIs and OKRs, reviewing progress and using data to provide actionable feedback during monthly one-on-one meetings.
• Drive Change: Proactively manage the team smoothly through new processes and updates, showing them how it's done rather than just managing.

Requirements

• Proven experience leading a team and a track record of building a flawless customer experience.
• A proactive, "doer's" mindset with the ability to operate independently in ambiguous situations.
• Strong communication, leadership, and change management capabilities.
• A natural curiosity for technology and AI, paired with strong critical thinking skills.
• Flexibility to work from 9:00 in the morning until 18:00 in the evening.
• Fluency in English.
• Located in Vilnius.

We Offer

• Smooth and structured onboarding and mentorship to help you get started with confidence.
• Office in a great location + option to work from home twice a week after probation.
• Option to work from abroad for up to 30 days per year.
• Health insurance + fitness perks.
• Daily snacks to keep you fueled, plus fresh pastries every Friday.
• Regular team-building events to connect with your colleagues.
• Access to internal online courses, a library of books, and all the resources you need to reach your full potential.
• Ability to grow within CyberCare and Tesonet.

Compensation

• Gross Salary: €2,400 – €2,800 per month.
• Performance Bonuses: Up to €500 per month (gross) after your first month, depending on team results.

About the Company

Working at CyberCare

• Culture blend: We’re a team of over 20 nationalities. We believe that being open, respectful, and welcoming different ideas helps us do great things together.
• Many ways forward: Every role is created with a clear business purpose, without boxing people into a fixed path. Contribute to diverse projects, and grow your career in multiple directions.
• Growth mode: Training programs, mentorship, and e-learning platforms – learn directly from global leaders and connect with professionals in rapidly growing tech companies in our network.
• Office-first: We believe in the power of face-to-face collaboration complemented by Work From Home and Work From Anywhere days to support your lifestyle and productivity.
• Health at hand: Enjoy a range of well-being benefits, from 24/7 on-site gyms and group workouts to 1:1 sessions with experts, private health insurance with flexible options tailored to your mental and physical health needs.
• Engage your way: Engage in the ways that feel right for you, with no pressure to skip if it doesn’t align with your needs. From team-building activities and social events to workations, there’s something for everyone.
• Tesonet privileges: From joint professional events and mentorship programs to endless career opportunities - we encourage our team members to make the most of the network and grow within it.