Customer Service Team Lead

About the role

Join Luminor’s Customer Service Unit as a Team Lead, responsible for driving high‑quality service across all communication channels and leading a team of customer service professionals. You will shape team performance, enhance customer experience and contribute to operational excellence.

Key responsibilities

• Ensure CSU employees deliver high‑quality service and a consistent customer experience across all channels.
• Drive sales performance and achieve individual and team OKRs and KPIs.
• Provide coaching, regular 1:1 sessions and constructive feedback to develop sub‑ordinates.
• Manage data quality, CRM and banking system usage, and oversee employee access rights.
• Proactively raise customer feedback to the Customer Experience Unit and contribute to improvement projects.
• Collaborate with other CSU Team Leads, Project Coordinators and pan‑Baltic stakeholders.
• Report risks and opportunities to the unit manager and promote a risk‑aware culture.

Required profile

• 1‑3 years of managerial experience, preferably in the finance sector.
• Proven sales track record with ability to meet and exceed targets.
• Knowledge of banking products and customer service processes is a plus.
• Entrepreneurial mindset, strong negotiation and problem‑solving abilities.
• Fluent in Lithuanian and English, both spoken and written.
• Category B driving licence and flexibility to visit Vilnius offices as needed.

Required skills

• CRM systems
• Banking systems

What we offer

• Flexible working hours, remote work and the possibility to work from anywhere in the EU, Iceland, Switzerland or the UK (up to 90 days per year).
• Additional vacation week after one year of service and volunteer time off.
• 30 fully paid days per year for military training.
• Health insurance after three months in all three Baltic states and health days without a doctor's note.
• Professional growth through internal and external training programs.
• Gross salary of €3 510–€4 800 per month, depending on experience.