Customer Success Team Lead (Mid-Senior) (Tesonet Global, UAB)
Darbdavys: Tesonet Global, UAB
Miestas: Vilnius
Paskelbta: 2026-10-31
💶 2900 - 4350 €/mėn. Prieš mokesčius · visa darbo diena · nuotolinis darbas: hibridinis · paskelbta 2026-10-27
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Job description:
Decodo is a web data infrastructure for fast-growing tech teams. It's a mid-market, self-service platform built for speed to value, so teams move from idea to implementation without procurement slowing them down. The culture matches the product: decisions move at the speed of the idea, and people are trusted to test, iterate, and fix what's closest to them.
The team waiting for you:
Customer Support Operations is at the forefront of Decodo’s mission to deliver reliable, high-performance web data gathering infrastructure. Team members work directly with technical customers to troubleshoot complex network and scraping issues, resolve edge cases, and keep data pipelines running smoothly. Using cutting-edge diagnostic tools and sharp attention to detail, they ensure seamless access to the public web and keep customer trust at the core of Decodo.
We’re looking for a Team Lead to support our Specialists in achieving top-quality performance. You'll take a solution-oriented approach to handling customer and agent escalations, looking to resolve them quickly, optimize workflows, and eliminate root causes efficiently.
Up to shape what's next in web data intelligence? Let’s get in touch.
In this role, you will
Lead a team of 15 Customer Support Agents working across three different shifts, ensuring smooth daily operations, consistent service quality, and achievement of team goals.
Monitor daily team performance, productivity, quality, and SLA adherence. Analyse key metrics, identify unusual trends, investigate root causes, and define actionable steps to improve results.
Support your team’s performance and development through regular 1:1s, coaching, performance assessments, and career development discussions. Keep the team motivated, communicate priorities clearly, and address performance concerns proactively.
Act as the main point of contact for internal and external escalations, taking ownership of complex or recurring issues and ensuring timely resolution. Communicate relevant concerns, policies, and operational updates between the team and management.
Challenge existing processes and procedures by identifying inefficiencies, proposing improvements, and implementing changes that optimise daily operations. Monitor ongoing activities and react promptly to operational issues or changes in performance.
Support management with hiring and onboarding new team members, contribute to training initiatives, and keep management informed about team performance and operational challenges.
Apply our leadership principles to encourage accountability and drive measurable business impact.
Requirements:
2+ years of experience managing client-facing or agency-facing operational teams of 5+ specialists.
Proven experience monitoring team KPIs, quality assurance (QA), workflow distribution, and SLA adherence, with a strong understanding of customer service, technical issue resolution, and support best practices.
Experience managing real-time queues and shift…
Decodo is a web data infrastructure for fast-growing tech teams. It's a mid-market, self-service platform built for speed to value, so teams move from idea to implementation without procurement slowing them down. The culture matches the product: decisions move at the speed of the idea, and people are trusted to test, iterate, and fix what's closest to them.
The team waiting for you:
Customer Support Operations is at the forefront of Decodo’s mission to deliver reliable, high-performance web data gathering infrastructure. Team members work directly with technical customers to troubleshoot complex network and scraping issues, resolve edge cases, and keep data pipelines running smoothly. Using cutting-edge diagnostic tools and sharp attention to detail, they ensure seamless access to the public web and keep customer trust at the core of Decodo.
We’re looking for a Team Lead to support our Specialists in achieving top-quality performance. You'll take a solution-oriented approach to handling customer and agent escalations, looking to resolve them quickly, optimize workflows, and eliminate root causes efficiently.
Up to shape what's next in web data intelligence? Let’s get in touch.
In this role, you will
Lead a team of 15 Customer Support Agents working across three different shifts, ensuring smooth daily operations, consistent service quality, and achievement of team goals.
Monitor daily team performance, productivity, quality, and SLA adherence. Analyse key metrics, identify unusual trends, investigate root causes, and define actionable steps to improve results.
Support your team’s performance and development through regular 1:1s, coaching, performance assessments, and career development discussions. Keep the team motivated, communicate priorities clearly, and address performance concerns proactively.
Act as the main point of contact for internal and external escalations, taking ownership of complex or recurring issues and ensuring timely resolution. Communicate relevant concerns, policies, and operational updates between the team and management.
Challenge existing processes and procedures by identifying inefficiencies, proposing improvements, and implementing changes that optimise daily operations. Monitor ongoing activities and react promptly to operational issues or changes in performance.
Support management with hiring and onboarding new team members, contribute to training initiatives, and keep management informed about team performance and operational challenges.
Apply our leadership principles to encourage accountability and drive measurable business impact.
Requirements:
2+ years of experience managing client-facing or agency-facing operational teams of 5+ specialists.
Proven experience monitoring team KPIs, quality assurance (QA), workflow distribution, and SLA adherence, with a strong understanding of customer service, technical issue resolution, and support best practices.
Experience managing real-time queues and shift…