The future is ours and it looks better with you!

We are looking for a motivated Contact Center Team Lead (Supervisor) to manage a small but dynamic support team across Lithuania and Latvia. This is a great opportunity for someone with customer service leadership experience who is ready to take ownership, bring structure, and grow together with us. 

What you will do:

• Lead and organize the daily work of a 6-person team. 

• Ensure insurance claim handling according to set standards 

• Ensure high-quality customer & partner support and service standards. 

• Solve issues and daily ad-hoc requests to ensure the best possible customer experience. 

• Handle customer complaints (including regulator or consumer protection authority cases). 

• Manage relationships with external vendors (service centers, shipping partners). 

• Monitor and cooperate with outsourced call centers. 

• Own small projects related to your department: create business cases, prepare documentation, and present proposals. 

• Create and maintain existing processes, workflows, and organizational tools. 

• Prepare regular reports and insights. 

• Use and manage telephony tools (we are using Tellq). 

What we expect:

• Experience in managing a customer service or call center team. 

• Experience in customer service or telesales operations via remote channels (email, chat, phone). 

• Strong organizational and problem-solving skills. 

• Analytical thinking; process-orientation and process improvement mindset. 

• Responsibility, attention to detail, and a proactive approach. 

• Strong communication and negotiation skills. 

• Can-do attitude and resilience in overcoming daily challenges. 

• Full professional proficiency in Lithuanian and fluent in English. 

• Background in insurance/finance is an advantage.  

What we offer:

• Salary: 2800-3500 (depending on qualification). 

• Career growth plan: from this role, you can develop into a Contact Center Manager position. 

• Personal learning budget. 

• Private health insurance. 

• Hybrid work: remote and in Vilnius office (Spaudos g. 6). 

• Additional annual leave days. 

• Opportunity to work from other countries for up to 30 days per year. 

• Free parking in the office. 

Note: If this role sounds exciting and you have more extensive experience, we also invite you to explore our Contact Center Manager position on our careers page https://warranty.expert/en/career/. We are currently looking to strengthen our Contact Center leadership team and are open to candidates at both Supervisor and Manager levels, depending on experience 

If you have proven experience in managing larger or more complex contact center operations, we invite you to join us as a Contact Center Manager. In this role, you will take broader ownership of contact center operations, vendor management, and strategic projects.

What you will do:

• Lead and oversee contact center employees and operations, ensuring team performance and service quality in multiple countries across the EU.
• Manage insurance claims processes
• Handle escalated customer issues and regulatory complaints.
• Manage and optimize vendor relationships.
• Own strategic projects: create business cases, prepare documentation, and present proposals.
• Develop and improve processes, workflows, and operational tools to achieve business goals.
• Analyze performance data and prepare reports and insights for senior management.

What we expect:

• Proven experience managing a customer service or contact center team with measurable results.
• Strong background in customer service or telesales via remote channels (email, chat, phone).
• Excellent organizational, problem-solving, and decision-making skills.
• Analytical mindset with a focus on process optimization and continuous improvement.
• High sense of responsibility, attention to detail, and proactive approach.
• Strong communication, negotiation, and stakeholder management skills.
• Strategic, can-do attitude with resilience in handling complex challenges.
• Full professional proficiency in Lithuanian and fluent in English.
• Background in insurance or finance is a significant advantage.

What we offer:

• Salary 3300-4800 EUR gross (depending on qualification and experience).
• Personal learning budget.
• Private health insurance.
• Hybrid work: remote and in Vilnius office (Spaudos g. 6).
• Flexible working hours.
• Additional annual leave days.
• Opportunity to work from other countries for up to 30 days per year.
• Free parking in the office.

Note: If this role sounds exciting but you feel you might have less experience, we also invite you to explore our Contact Center Supervisor position on our careers page https://warranty.expert/en/career/ . We are currently looking to strengthen our Contact Center leadership team and are open to candidates at both Supervisor and Manager levels, depending on experience.

Ieškome Klientų aptarnavimo telefonu specialisto (-ės), kuris (-i) padėtų mūsų klientams spręsti klausimus, susijusius su jų įrenginių remontu, vokiečių kalba.
Jei mėgsti bendrauti, padėti kitiems ir ieškai vietos, kur tavo pagalba būtų vertinama – kviečiame kandidatuoti!

Darbo pobūdis:

• Aptarnausi klientus telefonu, atsakydamas(-a) į klausimus apie jų įrenginių remonto būseną 

• Registruosi ir administruosi klientų žalas mūsų sistemoje 

• Administruosi sąskaitas, gaunamas įrenginių taisymo metu  

• Konsultuosi mūsų partnerių (mažmeninės elektronikos prekių parduotuvių) darbuotojus telefonu ir el. paštu 

Skamba įkvepiančiai? Puiku! O štai ko tikimės iš Tavęs:

• Turi darbo patirties klientų aptarnavimo arba pardavimų srityje (patirtis telefonu – privalumas). 

• Mėgsti bendrauti, spręsti kylančius iššūkius ir ištiesti pagalbos ranką 

• Turi atsakomybės jausmą ir esi atidus(-i) detalėms 

• Puikiai kalbi ir rašai lietuvių ir vokiečių kalbomis 

• Anglų kalbos gebėjimas bent B1 lygiu – būtinos 

• Kitos kalbos (rusų, estų, prancūzų ar italų) – didelis privalumas 

• Jei domiesi ar nusimanai apie elektronikos įrenginius (pvz., kompiuterius, telefonus, buitinę techniką) – puiku! Jei ne – visko išmokysime 

Įmonė siūlo:

• Atlygis: 1800–2200 EUR gross (jo sandara: 1300–1700 EUR  gross + 500 EUR gross fiksuotas kalbos priedas)

• Iki 30% mėnesinio atlygio dydžio priedą už pasiektus rezultatus, skiriamą kartą per ketvirtį 

• Asmeninį mokymosi biudžetą  

• Sveikatos draudimą 

• Galimybė dirbti nuotoliu, po apmokymų gyvai biure (mokymų trukmė apie 1 mėn.). Galimybę dirbti gyvai biure (Spaudos g. 6, Vilniuje), jei taip tau būtų patogiau 

• Darbo laikas: pirmadienį-ketvirtadienio 9:00-18:00, penktadienį 9:00-17:00 

• Kartu su kolegomis dalyvausi įdomiuose projektuos, įskaitant tarptautinius projektus kitose rinkose 

Svarbu: Kandidatuoti gali ne tik Vilniuje gyvenantys kandidatai – jei gyveni kitame mieste, apmokymų metu reikėtų atvykti į biurą Vilniuje, tačiau vėliau galėtum dirbti nuotoliniu būdu. 

📩 Jei tai skamba kaip tavo vieta – kandidatuok dabar!