Customer Operations Manager

Kaunas Lithuania

Tribe Payments, a modern payments processor and technology company, is looking to continue its rapid expansion in the payments market. Tribe Payments is a group of people that have come together with the singular purpose of making the world of payments simple and accessible. Join our ever-growing Tribe Payments team as an Customer Operations Manager in our products and help us change how this market perceives payments.

What would you do

• 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.
• Organise 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.

You have

• 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

We offer

We want people to thrive at Tribe - we believe that you do your best work when you feel your best. Everyone is different, that is why we provide flexible benefit packages tailored to your needs: 

• High-performing teams. At Tribe, we think outside the box, take ownership of what we do, aim high and deliver uncompromising quality. You will be surrounded by a smart and high-performing team with a collaborative mindset.
• Health & Wellness. Health insurance package from the first day you join our team. Enjoyable daily lunches & Pizza Fridays. Variety of healthy snacks, fresh fruits and drinks in the office. Sport activities.
• Level up. We constantly explore the possibilities within our industry and in the technology we build. To keep your minds curious, we offer: Tribe Learning Days - time freely spent on self-education; Internal & External trainings; Tribe Learning library stocked with tech books; Learning & Development budget for conferences, trainings, podcasts, online courses, 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 14 days per year you can work from anywhere - and we mean 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 “tribe vibe”. Even we work hard, we do not forget to party as well: be ready for legendary tribefest and winterfest parties, events for the tribe community every month, and regular team building.
• Office & Environment. Open, creative and fun working environment in the brand new 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.

The salary range for this position is from 2591,63  EUR/monthly gross. 
The salary proposal depends on your competencies and seniority level.

A few Tribe perks