Customer Care Team Lead

<p style="text-align: left;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><img style="max-width: 100%;"><img style="max-width: 100%;" src="https://ib-cdn.inbank.eu/images/banners/banner3.png" alt="" width="1584"></span></p> <p>Inbank is a financial technology company with an EU banking license that connects merchants, consumers, and financial institutions on its next-generation embedded finance platform. Our financing solutions are embedded seamlessly into the shopping journey of 6,000+ retailers. This helps our merchant partners grow their businesses, while end customers benefit from a frictionless shopping experience wherever they are. With a focus on innovation and growth, we are looking for talented people to join our team of 440+ working across our offices in Estonia, Latvia, Lithuania, Poland, and the Czech Republic.<br><br>We’re looking for an experienced, proactive, and people-focused <strong>Customer Care Team Lead</strong> to join our team in <strong>Kaunas</strong>. In this role, you will be responsible for ensuring timely, high-quality customer service across phone and written communication channels, continuously improving support processes, and driving a positive customer experience.</p> <p>You will lead and develop a team of Customer Care Specialists, helping them achieve performance targets, maintain service quality, and grow professionally. A key part of your role will be to monitor customer service metrics, identify improvement areas, and implement solutions that increase efficiency, customer satisfaction, and NPS.<br><br><strong>What you’ll be doing?&nbsp;</strong></p> <ul> <li>Ensuring timely, professional, and high-quality customer care via phone, email, and other communication channels, and supporting the team in handling complex, escalated, or sensitive customer cases.</li> <li>Leading, coaching, motivating, and developing the Customer Care team while promoting ownership, accountability, continuous learning, and a customer-centric culture.</li> <li>Monitoring team performance, workload, service levels, response times, and quality indicators, and preparing relevant reports, insights, and recommendations for management.</li> <li>Contributing to workforce planning, scheduling, onboarding, and training of new team members.</li> <li>Driving continuous improvement of support processes, workflows, templates, and internal procedures while clearly communicating changes, updates, and new procedures within the team.</li> <li>Ensuring consistent service quality and compliance with internal standards, regulatory requirements, and company policies.</li> <li>Analysing customer feedback, complaints, NPS results, and service data to identify trends and implement initiatives that improve customer satisfaction, loyalty, and the overall customer experience.</li> <li>Collaborating closely with Sales, Product, Legal, Compliance, Risk, IT, Operations, and other departments to resolve customer issues efficiently.</li> </ul> <p><strong>Ideally, you would have:&nbsp;</strong></p> <ul> <li>At least 2 years of people-management experience, ideally in Customer Care, Customer Support, or contact-centre operations.</li> <li>A solid understanding of front-line call-centre operations, including call flows, service levels, workload distribution, queue management, and telephony systems.</li> <li>An analytical, proactive, and ownership-driven approach, with the ability to monitor metrics, identify trends, solve problems, and drive improvements in a fast-paced environment.</li> <li>Hands-on experience with Zendesk or a similar ticketing system.</li> <li>Good written and spoken Lithuanian and English.</li> <li>A valid category B driving licence.</li> </ul> <p><strong>What you’ll get in return:</strong></p> <ul> <li>A hybrid working model, providing flexibility and work-life balance.</li> <li>A gross monthly base salary of €2,500–€3,000, depending on experience, plus variable pay based on performance.</li> <li>Exciting working environment with opportunities to develop professionally.</li> <li>Additional Health Insurance or Stebby app.</li> <li>Extra vacation days after the 3rd year.</li> <li>Company, team events and trainings.</li> <li>A comfortable, pet-friendly office in Kaunas.</li> </ul> <p><strong>Sounds like a fit?</strong></p> <p>Apply, and our recruitment team will be in touch. If you’re unsure but curious, apply anyway - we’re happy to explore together.</p> <p><strong>When submitting your application, kindly ensure your CV is in English.</strong></p>