Customer Care Team Lead

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. We’re looking for an experienced, proactive, and people-focused Customer Care Team Lead to join our team in Kaunas. 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. 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. What you’ll be doing? - 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. - Leading, coaching, motivating, and developing the Customer Care team while promoting ownership, accountability, continuous learning, and a customer-centric culture. - Monitoring team performance, workload, service levels, response times, and quality indicators, and preparing relevant reports, insights, and recommendations for management. - Contributing to workforce planning, scheduling, onboarding, and training of new team members. - Driving continuous improvement of support processes, workflows, templates, and internal procedures while clearly communicating changes, updates, and new procedures within the team. - Ensuring consistent service quality and compliance with internal standards, regulatory requirements, and company policies. - 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. - Collaborating closely with Sales, Product, Legal, Compliance, Risk, IT, Operations, and other departments to resolve customer issues efficiently. Ideally, you would have: - At least 2 years of people-management experience, ideally in Customer Care, Customer Support, or contact-centre operations. - A solid understanding of front-line call-centre operations, including call flows, service levels, workload distribution, queue management, and telephony systems. - 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. - Hands-on experience with Zendesk or a similar ticketing system. - Good written and spoken Lithuanian and English. - A valid category B driving licence. What you’ll get in return: - A hybrid working model, providing flexibility and work-life balance. - A gross monthly base salary of €2,500–€3,000, depending on experience, plus variable pay based on performance. - Exciting working environment with opportunities to develop professionally. - Additional Health Insurance or Stebby app. - Extra vacation days after the 3rd year. - Company, team events and trainings. - A comfortable, pet-friendly office in Kaunas. Sounds like a fit? Apply, and our recruitment team will be in touch. If you’re unsure but curious, apply anyway - we’re happy to explore together. When submitting your application, kindly ensure your CV is in English.