Customer Support Team Manager (Vilnius or Kaunas)

As a Customer Support Team Manager at Omnisend, your key responsibilities include leading and mentoring a remote team of Customer Support Specialists, developing efficient support processes, managing team OKRs and KPIs, and ensuring excellent customer interactions. You'll also take charge of complex projects and collaborate with multiple stakeholders, making sure that your team delivers high-quality service while fostering a positive work environment.

To be a strong candidate for the Customer Support Team Manager position at Omnisend, you should have at least 2 years of experience in a similar role, managing support teams. Additional qualifications include a background in project and process management, strong problem-solving skills, and outstanding communication abilities in English. Experience in SaaS companies and the ability to lead remote teams effectively would also be highly beneficial.

The Customer Support Team Manager at Omnisend plays a crucial role in aligning team efforts with the company's objectives. By ensuring that customer support processes are efficient, monitoring performance metrics, and advocating for customer needs, you will directly contribute to operational efficiency and customer satisfaction, which are key pillars of Omnisend's mission to help ecommerce brands grow.

At Omnisend, the work environment for a Customer Support Team Manager is supportive, transparent, and nurturing. We prioritize professional growth and collaboration, offering a flexible work setting without the drawbacks of bureaucracy. You'll have the opportunity to lead a dedicated team, engage in fun team-building activities, and celebrate achievements in a relaxed atmosphere focused on impact and results.

Omnisend offers an attractive benefits package for its Customer Support Team Manager, including a competitive gross salary, quarterly salary reviews, and an unlimited learning budget for self-improvement. We also provide private health insurance, access to psychotherapy, flexible working hours, personalized work anniversary gifts, and engaging team events, ensuring a great work-life balance and opportunities for personal growth.

When asked about your leadership style, focus on how you balance guidance with autonomy, promoting a culture of transparency and inclusivity. Sharing specific examples from your previous experiences where you motivated or inspired your team can demonstrate your effectiveness as a leader.

In answering this question, emphasize your analytical skills and proactive approach. Describe a time when you identified a recurring issue and implemented a solution, sharing the positive outcomes that followed to showcase your capability in improving customer support processes.

Discuss key performance indicators (KPIs) you’ve used in the past, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or First Response Time (FRT). Be prepared to explain why these metrics matter and how leveraging them can help in enhancing the overall customer support experience.

Provide a specific example of a feedback loop that you designed or refined. Share how it improved communication within your team or enhanced customer interactions, showcasing the value you place on feedback for continuous growth and service improvement.

Talk about specific strategies you’ve employed to foster engagement in a remote environment, such as regular check-ins, team-building activities, or utilizing collaboration tools. Highlight the importance of open communication and responsiveness to team needs to ensure they remain motivated and connected.

Mention any tools or technologies you have successfully implemented, such as ticketing systems or customer relationship management (CRM) software. Explain your approach to training the team and integrating these tools into daily workflows, highlighting positive changes in performance.

In your response, outline your step-by-step approach to dealing with escalations, emphasizing empathy and communication. Highlight a specific instance where you turned a negative situation into a positive outcome, showing your problem-solving capabilities and customer focus.

Discuss how you create personalized development plans for team members, aiming to identify their strengths and future roles. Specify the types of training or mentorship opportunities you facilitate and how they directly contribute to both individual growth and team success.

Outline your methods for setting clear expectations, such as performance standards and quality benchmarks. Highlight how you support your team through regular training and feedback, helping to build skills that maintain and elevate the customer support experience.

Share your insights on current trends and challenges in customer support, such as evolving customer expectations, the rise of self-service, or the impact of technology. Connect these challenges to your strategic vision for overcoming them through innovation and training.