Customer Success Team Lead (Mid-Senior)
Source • Vilnius
Posted: October 21, 2026
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.
- Your skills & experiences 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 schedules, auditing team metrics against internal customer experience standards, and using data analysis and dashboards to identify trends and improvement opportunities. Ability to train team members on evolving product and process changes, communicate internal policies clearly, and collaborate effectively with internal and external stakeholders. Strong analytical skills, attention to detail, and decision-making abilities. Excellent communication and writing skills. Fluency in English and Lithuanian (C1+ level) is required.
- Nice to have Experience leading projects and coordinating multiple initiatives. Sound judgement and the ability to make well-informed decisions. Ability to work well under pressure, manage competing priorities, and meet tight deadlines. Self-motivated, adaptable, and proactive, with the ability to learn independently and solve problems autonomously. Strong numeracy and IT skills.
- Salary & Benefits Gross salary: 2900 - 4350 EUR/month. Keep in mind that we are open to discuss a different salary based on your skills and competencies. Growth & Learning: 40+ internal learning options, external conferences, mentorship, and year-round knowledge-sharing. Health & Well-being: Private health insurance, psychotherapy, on-site well-being consultants, 24/7 gym access, and a wellness app. Celebration & Community: Team events, an overseas workation, quarterly team-building budgets, and plenty of ways to mark milestones together. Plus bonus vacation days, paid life-moment days off, barista coffee, and all the tools you need. See the full list of benefits here: https://source.ai/career/blog/benefits
- Decodo is part of Source, a data ecosystem for a world built on intelligence. One of five independent technology companies connected by shared standards, expertise, and a belief in responsible access to web data. Up for the challenge? Let’s talk!
- We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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