Head of Customer Support

Customer Success / Vilnius / Hybrid Remote
We are looking
for a Head of Customer Support to manage and guide teams of customer success professionals. The ideal candidate will have strong leadership skills, a solid understanding of customer needs, and the ability to guide the team towards achieving both individual and company goals. If you’re ready to lead multiple teams and make a real impact, we’d love to hear from you!
Get ready to

Oversee all aspects of the customer service experience within the dedicated Unit to troubleshoot processes and procedures and make improvements to customer service quality

Evaluate current customer service processes by monitoring and analyzing results

Implement effective processes for CS team leads

Recruit, train, and coach Unit members as required

Provide strategic direction, planning, and execution to meet/exceed productivity, efficiency, customer satisfaction, and brand representation goals

Participate in educational opportunities to boost your skills and work knowledge

Report to upper management on department milestones and progress on a regular basis

Hold regular meetings with department staff to discuss expectations and hear team concerns

Be able to adapt, succeed, and manage change in a dynamic environment

We expect you to

Have excellent English language skills

Be customer focused in everything you do

Oversee day-to-day Customer Service Unit operations

Have proven experience as a CS manager, team lead, or similar roles

Have experience in managing teams, setting goals and priorities, and aligning initiatives across the business unit

Be a leader with both creative and analytical capabilities

Be focused on employee experience and team welfare

Salary
Gross salary range is 4000 – 5000 EUR/month.
Location
Vilnius, Lithuania: 4 days onsite, 1 flexible day remote.

Kilo Health