Customer Success Team Lead

Oxylabs.io

Customer Success Team Lead managing a team of agents at leading web data gathering solutions provider. Overseeing operations, team performance, and customer satisfaction improvements.

Posted 6/3/2026full-timeVilnius • 🇱🇹 LithuaniaSenior💰 €2,900 - €4,350 per monthWebsite

About the role

Key responsibilities & impact

Team Management: Lead a team of Customer Success agents, focusing on skill development, performance management, and coaching.
Escalation Handling: Directly manage complex customer issues and escalations, ensuring timely resolution and clear communication with clients.
Reporting & Analysis: Utilize tools like Salesforce, Intercom, and Jira to track team performance and to identify trends, risks, and areas for improvement.
Process Improvement: Identify gaps in existing processes and implement changes to enhance efficiency, reduce response times, and improve overall customer satisfaction.
Cross-Team Communication: Act as a liaison between the Customer Success team and other departments, such as Product, Account Management & Sales.
Agent Development: Provide regular feedback and mentoring to agents, helping them build confidence and develop their skills in customer success.
Workload & Schedule Management: Plan shift schedules and manage ticket queues to ensure an even workload distribution among team members.
Collaboration on Product Feedback: Provide insights from the CS team to the Product team, ensuring customer pain points are addressed in product updates or fixes.

Requirements

What you’ll need

An empathetic leader, who has strong decision-making skills and a high level of autonomy. Experience in leading a team would be desired.
2 years of proven experience in a customer support role.
Deep understanding of support operations and main quality metrics. Experience in leading process improvement projects related to Reporting & Analysis, Cross-team communication, agent development or other within Customer Success.
Excellent communication skills in English and Lithuanian.
Strong interpersonal skills and the ability to build effective communication channels within and across teams.

Benefits

Comp & perks

Gross salary: 2900 - 4350 EUR/month + bonuses
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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportprocess improvementperformance managementreportinganalysisescalation handlingteam managementworkload managementschedule managementagent development

Soft Skills

empathydecision-makingautonomycommunicationinterpersonal skillsmentoringcollaborationfeedbackcoachingproblem-solving