Customer Support Operations Manager

About the Position

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?

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.

Responsibilities

• 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.

Requirements

• 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.

We Offer

• 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.
• 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

About the Company

At CyberCare, we value our diverse team of over 20 nationalities. We believe that being open, respectful, and welcoming different ideas helps us do great things together. Our office-first approach is 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.

Apply Now

Apply for the Customer Support Operations Manager position in Kaunas and lead a team to ensure the best customer experience.