Hybrid Customer Operations Manager

at Tribe Payments

• Job title: Customer Operations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: €2,592 per month
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Kaunas, Lithuania

About the role

• Join Tribe as a Customer Operations Manager to oversee customer support operations. Drive resolution of service-impacting issues for fintech solutions.

Responsibilities

• Own operational support for assigned customers, ensuring smooth daily operations and proactive issue resolution.
• Act as the primary escalation point for customers when support cases require additional attention.
• Report on key customer success and operational metrics, such as customer satisfaction, SLA compliance, and support trends.
• Ensure seamless support for live operations, overseeing that customers receive high-quality, efficient issue resolution.
• Organize and lead regular operational meetings with customers, ensuring alignment on open incidents, ongoing needs, and process improvements.
• Work closely with internal teams (Technical Support, Product, Engineering, and CSMs) to advocate for customer needs and drive resolution of service-impacting issues.
• Promote a structured support approach by ensuring customers follow official ticketing processes instead of relying on direct informal communication.
• Monitor and mitigate risks related to customer operations, ensuring proactive measures to prevent service disruptions.
• Maintain accurate customer records in internal systems, ensuring all insights and operational data are logged for transparency.

Requirements

• Previous experience in IT support, technical account management, or a similar role is mandatory.
• Good troubleshooting and problem-solving skills, with a proactive and analytical mindset.
• Strong communication skills, capable of managing customer relationships while balancing technical and business needs.
• Ability to manage multiple priorities, work independently, and collaborate across teams.
• Fluent English proficiency (written and spoken) is required.
• Experience working with support ticketing systems (e.g., Jira, Zendesk) and reporting tools is a plus.
• Knowledge of payments, fintech, or SaaS environments is beneficial but not mandatory.

Benefits

• Health & Wellness. A health insurance package from the first day that you will join our team. Enjoyable daily lunches & Pizza Fridays. Variety of healthy snacks, fresh fruits, and drinks in the office.
• Level up. We constantly explore the possibilities within our industry and in the technology we build. To keep your minds curious we offer; Internal & External training; Tribe Learning library stocked with tech books; Learning & Development budget for conferences, training, podcasts, online courses, and professional certifications.
• Work-life balance. To increase your productivity we are offering a hybrid work model - you are able to plan your work partly from the office or remotely from your home. You are able to combine your work & vacations, so be ready to plan workations. For 2 weeks per year, you can work from anywhere. Extra days off for your health, shorter summer days, and birthday days off.
• Tribe Vibe & Culture. At Tribe, we foster a positive and fun working environment, which is called the “tribe vibe”. Even if we work hard, we do not forget to celebrate as well: be ready for legendary Summerfest and Winterfest parties, monthly events for the tribe community, and regular team-building activities.
• Office & Environment. An open, creative, and fun working environment in the BLC2 business centre. To relax your mind and body - table foosball, table tennis, and a massage chair. If you mostly work from home - we offer you a home office budget to make your workplace comfortable.