Customer Success Team Lead (Nightshift)

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.

• 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.

• 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.

• Smooth and a structured onboarding and mentorship to help you get started with confidence.
• 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.