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.
• 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.

What we expect from you

• 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 smart and high performing team with a collaborative mindset.
• Health & Wellness. 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. 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 center. To relax your mind and body - table foosball, table tennis and 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