Customer Success Team Lead (Night shift)

About the Position

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.

👉 THE ROLE: WHAT YOU'LL DRIVE

• Lead and Grow: Go beyond basic coaching. You will mentor, motivate, and actively help your team grow their careers in a rapidly evolving, AI-enhanced environment.
• Embrace AI & Critical Thinking: Develop a deep understanding of how our AI tools work, 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: Proactive and manage the team smoothly through new processes and updates, showing them how it's done rather than just managing.

Responsibilities

• Lead and mentor a team in a rapidly evolving, AI-enhanced environment.
• Develop a deep understanding of AI tools and instill critical thinking in the team.
• Solve complex escalations and unprecedented problems.
• Oversee day-to-day workload distribution and manage schedules.
• Monitor KPIs and OKRs, providing actionable feedback.
• Drive change and manage the team through new processes and updates.

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 5 am until 2:00 pm.
• Fluency in English.
• Located in Vilnius.

We Offer

• Smooth and structured onboarding and mentorship.
• 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

We’re a team of over 20 nationalities. We believe that being open, respectful, and welcoming different ideas helps us do great things together. 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.

Training programs, mentorship, and e-learning platforms – learn directly from global leaders and connect with professionals in rapidly growing tech companies in our network. 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.

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 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.

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.