Team Lead

Baltic Assist provides tailored outsourcing solutions. Our core values, Transparency, Efficiency, Innovation, and Meritocracy, support the Company’s growth and ability to deliver high-quality service to our Clients.

One of our clients is an online payment provider specializing in cryptocurrencies such as Bitcoin. They work with many of the world’s biggest cryptocurrency exchanges, including Binance, OKEx, or KuCoin, and were recently named one of Australia’s fastest-growing technology startups by Growthlist, one of 250 Global Crypto Companies to watch.

Some of your daily responsibilities will include:
Daily handover update to AU team;
Distributing the workload among the team in LT;
Prioritizing and categorizing workload depending on the business needs;
Monitoring team and individual performance and measurement against KPIs;
Handing any personal matters of the team;
Updating the team of any operations changes affecting the workload.
Hiring and Training:
Interviewing any future candidates, including technical assessment;
Providing and organizing the training of the new team members (experience & onboarding);
Developing training materials (e.g., quick guide).
Team & role development:
Developing canned responses and building a directory of these responses;
Setting up processes for voice calls including VPCs (edited);
Maintaining and developing KPI's for experience and onboarding teams;
Engaging with the marketing team to assist with customer issues;
Providing input on optimization of the customer support tasks.
Requirements:
Minimum of 5 years of experience working in customer service over various communication channels (email, Slack, and chat);
Must be a strong performer in high-volume, high-pressure situations. Demonstrated ability to work through tense or challenging situations effectively;
Proficiency in Microsoft Office Suite;
Passionate for creating effective teamwork and smooth team operations;
Ability to be resourceful and proactive when issues arise;
Excellent organizational skills;
Multitasking and time-management skills, with the ability to prioritize tasks;
Higher education degree in Business is an advantage;
Proven work experience as a corporate Office Manager;
Fluent skills in Lithuanian and English languages, both verbal and written;
Experience in leading and developing teams is required. Process-oriented. Must possess an interest and aptitude for building workflows that deliver exceptional client and talent support, supported by the use of technology.
We offer:
Competitive salary;
Remote work opportunity. You can combine work from the office and home or even from a beach somewhere in the Bahamas;
Flexible working schedule;
Unique office perks: unlimited snacks, coffee and tea, PlayStation room, table football, and more stuff;
Office building perks: rooftop terrace for morning coffee with a view; secure bike locker room and shower rooms. Scooter rental post;
Constant teambuilding events and workations.
Salary:
1600 - 1800 Eur/Month, Netto
About the company:
Baltic Assist is one of the fastest-growing international outsourcing companies in the Baltics. We are outsourcing top-level employees to "hottest" startups and innovative large enterprises from Scandinavian countries, Western Europe, the USA, and others. Here in Baltic Assist we genuinely believe that Lithuanians are top-notch and results-driven specialists. Therefore, we seek to open up opportunities to be employed in innovative and well-known international companies.
Note:
Only the chosen candidates will be contacted.
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