Customer Care Team Lead

About the role

Inbank, a fast‑growing fintech with an EU banking licence, is seeking a proactive Customer Care Team Lead for its Kaunas office. You will oversee the delivery of high‑quality phone and written support, ensure compliance with internal and regulatory standards, and drive continuous improvement of the customer experience.

Key responsibilities

• Provide timely, professional assistance via phone, email and other channels, handling complex or escalated cases.
• Lead, coach and develop a team of Customer Care Specialists, fostering ownership, accountability and a customer‑centric culture.
• Monitor performance metrics, service levels, response times and quality indicators; produce reports and recommendations for management.
• Participate in workforce planning, scheduling, onboarding and training of new agents.
• Improve support processes, workflows, templates and internal procedures, communicating changes clearly to the team.
• Ensure compliance with internal standards, regulatory requirements and company policies.
• Analyse customer feedback, complaints, NPS and service data to identify trends and implement initiatives that boost satisfaction and loyalty.
• Collaborate with Sales, Product, Legal, Compliance, Risk, IT, Operations and other departments to resolve issues efficiently.

Required profile

• Minimum 2 years of people‑management experience, preferably in Customer Care, Support or contact‑centre operations.
• Strong understanding of front‑line call‑centre operations, including call flows, service levels, queue management and workload distribution.
• Analytical, proactive and ownership‑driven mindset with the ability to monitor metrics and identify trends.

Required skills

• Telephony systems