Customer Success Team Lead (Night shift)

About the role

CyberCare is looking for a Night‑shift Customer Success Team Lead to guide a team that blends AI‑powered automation with human empathy. You will mentor agents, manage daily operations and ensure high‑quality support for global tech users.

Key responsibilities

• Lead, coach and develop the team, fostering career growth in an AI‑enhanced environment.
• Deepen the team’s understanding of AI tools and promote analytical thinking to maximise performance.
• Handle complex escalations and solve unprecedented problems beyond the internal knowledge base.
• Oversee workload distribution, schedule management and achievement of team objectives.
• Monitor KPIs and OKRs, providing data‑driven feedback during monthly one‑on‑ones.
• Drive process changes and guide the team through new updates proactively.

Required profile

• Proven experience leading a customer‑facing team and delivering flawless service.
• Proactive “do‑er” attitude with the ability to work independently in ambiguous situations.
• Strong communication, leadership and change‑management capabilities.
• Curiosity for technology and AI combined with critical‑thinking skills.
• Availability to work from 5 am to 2 pm and fluency in English.
• Based in Vilnius.

What we offer

• Structured onboarding and mentorship program.
• Office in a great location with the option to work from home twice a week after probation.
• Ability to work from abroad up to 30 days per year.
• Health insurance and fitness perks.
• Daily snacks and fresh pastries every Friday.
• Regular team‑building events.
• Access to internal online courses, a library of books and other learning resources.
• Opportunities for growth within CyberCare and the wider Tesonet group.