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Customer Success Team Lead
Oxylabs.ioCustomer Success Team Lead overseeing a team of agents at a company developing web data gathering solutions for top businesses. Focusing on team management, escalation handling, and process improvement.
About the role
Key responsibilities & impact- Lead a team of Customer Success agents, focusing on skill development, performance management, and coaching
- Directly manage complex customer issues and escalations, ensuring timely resolution and clear communication
- Utilize tools like Salesforce, Intercom, and Jira to track team performance and identify trends, risks, and areas for improvement
- Identify gaps in existing processes and implement changes to enhance efficiency
- Act as a liaison between the Customer Success team and other departments
- Provide regular feedback and mentoring to agents
- Plan shift schedules and manage ticket queues
- Provide insights from the CS team to the Product team
Requirements
What you’ll need- Empathetic leader with strong decision-making skills
- 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
- Excellent communication skills in English and Lithuanian
- Strong interpersonal skills
Benefits
Comp & perks- Private health insurance
- Psychotherapy
- On-site well-being consultants
- 24/7 gym access
- Wellness app
- Team events
- Overseas workation
- Quarterly team-building budgets
- Bonus vacation days
- Paid life-moment days off
- Barista coffee
- All the tools you need
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supportprocess improvementperformance managementcoachingreportinganalysis
Soft Skills
empathetic leadershipdecision-makingcommunicationinterpersonal skills