Customer Support Manager - Lithuania

About RemotePass

RemotePass is a leading global platform transforming how businesses access and manage talent. Recognized as one of G2’s Top 100 Fastest Growing Software Products, we’re on a mission to break down geographical barriers and create a world where exceptional talent can thrive anywhere.

By streamlining global hiring, onboarding, payroll, and compliance, RemotePass empowers organizations to build high-performing remote teams. Our platform is designed to improve the lives of millions of workers worldwide by providing them with unprecedented opportunities to connect with global employers and reach their full potential.

We are backed by world-class investors; Endeavor Catalyst, Khwarizmi Ventures, Oraseya Capital, Flyer One Ventures, Access Bridge Ventures, A15, Swiss Founders Fund and Plug & Play.

Job Overview

We are seeking an experienced Customer Support Manager to oversee and lead our customer support team. The candidate will be responsible for providing unparalleled customer service. The ideal candidate will have a proven track record in fintech customer support and a passion for providing exceptional customer experiences.

Responsibilities

Leadership/People Skills: A successful candidate will be a dynamic leader who can inspire, motivate, and unite their team. They will take ownership of the team's actions and drive them towards a shared goal.

• Lead and manage the customer service operations team, delivering support to clients, contractors, and external employees via live chat and email.
• Develop deep knowledge of RemotePass to act as the team’s subject matter expert, guiding the resolution of complex cases.
• Serve as the point of contact for external partners, establishing and improving processes to resolve issues efficiently.
• Take responsibility for the CSAT score, ensuring the team delivers exceptional customer support.
• Hire, train, and develop a high-performing customer support team.
• Act as the primary contact for escalated customer issues, working closely with customers and internal stakeholders to find solutions.
• Oversee team scheduling and attendance to ensure reliable support coverage.
• Collect feedback, identify challenges, and implement improvements in workflows and process documentation.
• Improve and update support documentation and user guides.
  
  

Qualifications

• Fintech experience is a must, with demonstrable experience in digital and cross-border payments.
• 5+ years of experience in customer support management, BPO experience is strongly preferred
• Strong operational understanding with a passion for leading and developing high-performing teams, making a tangible impact.
• Solid knowledge of CRM systems and ticketing tools.
• Tactical, data-driven approach to problem-solving and decision-making.
• Excellent communication and interpersonal skills, both written and verbal.
• Ability to thrive in a fast-paced, dynamic environment.
• Embrace an open feedback culture, comfortable with giving and receiving feedback at all levels of the organization.
• Experience with remote work and managing international teams is a plus.
  
  

What We Offer

• Interesting, challenging, fast-growing projects
• Remote work
• Opportunities for professional growth and development
• Dynamic and collaborative work environment
  
  

If you are a highly motivated and experienced payroll professional looking for a challenging and rewarding career, we encourage you to apply.