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.