Customer Success Team Lead

TL;DR

Customer Success Team Lead: Leading a team of customer success agents to drive performance, resolve complex escalations, and optimize support processes with an accent on data-driven decision-making and agent development. Focus on bridging the gap between customer feedback and product improvements while maintaining high service quality standards.

Location: Hybrid (3 days in office, 2 days WFH) in Lithuania (Kaunas/Vilnius)

Company

hirify.global is a team of 500+ professionals developing cutting-edge web data gathering solutions for thousands of businesses, including Fortune 500 companies.

What you will do

• Lead and mentor a team of Customer Success agents, focusing on skill development and performance management.
• Manage complex customer issues and escalations to ensure timely resolution.
• Track team performance and identify trends using tools like Salesforce, Intercom, and Jira.
• Identify process gaps and implement improvements to enhance efficiency and customer satisfaction.
• Act as a liaison between Customer Success, Product, and Sales departments.
• Plan shift schedules and manage ticket queues to ensure balanced workloads.

Requirements

• 2 years of proven experience in a customer support role.
• Excellent communication skills in English and Lithuanian (C1 level).
• Deep understanding of support operations and quality metrics.
• Experience in leading process improvement projects.
• Strong decision-making skills and high level of autonomy.
• Ability to build effective communication channels across teams.

Culture & Benefits

• Hybrid work model with WFA options.
• Private health insurance and 24/7 gym access.
• Access to mental well-being resources, including psychologist sessions.
• Vast internal and external learning resources and knowledge sharing events.
• Yearly workation and team building budget.
• Inclusive family-related time-off policy.