📍 Job Overview

Job Title: CityBee Customer Support Team Lead
Company: Modus Mobility
Location: Vilnius, Lithuania
Job Type: Hybrid (Remote/On-site)
Category: Team Leadership & Customer Support
Date Posted: July 15, 2025
Experience Level: Mid-Senior level (2-5 years)
Remote Status: Hybrid (Remote/On-site)

🚀 Role Summary

Modus Mobility, a leading provider of smart mobility solutions, is seeking a dynamic and experienced Customer Support Team Lead to drive excellence in customer support for their CityBee brand. This role involves leading a team of customer support specialists, improving processes, and ensuring exceptional customer experiences across multiple channels.

💻 Primary Responsibilities

🌟 Team Leadership & Management

Lead and manage a team of customer support specialists, providing regular feedback, coaching, and support.
Set performance goals, monitor progress, and foster a culture of accountability and growth.
Participate in the recruitment and onboarding of new team members.

📈 Process Improvement & Efficiency

Identify areas for improvement and implement solutions to streamline operations and boost efficiency.
Oversee all customer communication channels, ensuring clear, consistent, and timely responses from the team.

📞 Customer Communication & Support

Handle escalated customer issues and complaints, ensuring resolution and customer satisfaction.
Collaborate with other departments to address complex customer concerns and improve overall support processes.

🎓 Skills & Qualifications

🎯 Education & Experience

Relevant bachelor's degree or equivalent experience.
Proven experience (2-5 years) in leading a team, ideally in a fast-paced or customer-focused environment.

🛠 Required Skills

Strong written and verbal communication skills in Lithuanian and English.
Proven ability to deliver excellent customer support.
Strong organizational skills and a detail-oriented mindset.
Leadership qualities with a hands-on approach to problem-solving and process improvement.
A proactive, self-driven mindset with the ability to take initiative and see things through.
Adaptability and resilience—comfortable navigating change and making quick decisions in a dynamic environment.
A natural motivator and team builder who brings positive energy, leads by example, and helps others grow.

🌟 Preferred Skills

Experience in the mobility or customer support industry.
Familiarity with customer support software and tools.
Bilingual or multilingual skills.

📊 Web Portfolio & Project Requirements

As this role focuses on team leadership and process improvement, a portfolio is not required. However, demonstrating experience in customer support, team management, and process optimization through case studies or examples can strengthen your application.

💵 Compensation & Benefits

💰 Salary Range

From 1870 EUR to 2267 EUR Gross per month (Full-time). The specific amount will be offered based on your work experience and competencies.

🎁 Benefits

Health and Safety Perks: Private health insurance, personal accident coverage, and the opportunity to join a 3rd pillar pension fund.
Little Perks, Big Smiles: Dog-friendly office space, snacks in the kitchen, free parking, and fun regular events.
Flexibility at Your Fingertips: Work from home or the modern office, offering flexibility to optimize productivity and well-being.
Freedom to Flourish: Encouragement to think outside the box, take ownership, and get things done.

🎯 Team & Company Context

🏢 Company Culture

Industry: Modus Mobility operates in the smart mobility solutions sector, focusing on reimagining mobility across Europe. Company Size: Modus Mobility is a growing company with a young, energetic team. Founded: Modus Mobility was founded in 2015, with CityBee being one of its largest car-sharing providers in Europe.

Team Structure:

The Customer Support Team Lead will oversee a team of customer support specialists.
The team works closely with other departments, such as Operations, Marketing, and Product, to ensure seamless customer experiences.

Development Methodology:

Modus Mobility follows Agile methodologies, focusing on continuous improvement and customer-centric processes.

Company Website: Modus Mobility

📝 Enhancement Note: Modus Mobility's focus on smart mobility solutions and customer-centric approach creates an environment where the Customer Support Team Lead can make a significant impact on the overall customer experience and company growth.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-senior level position, offering opportunities for career progression within the company's growing team and expanding customer base.

Reporting Structure: The Customer Support Team Lead will report directly to the Head of Customer Support and work closely with other department heads to ensure seamless customer experiences.

Technical Impact: The Customer Support Team Lead will have a direct impact on customer satisfaction, process efficiency, and overall customer support strategy.

Growth Opportunities:

Team Expansion: As the company grows, there may be opportunities to expand the customer support team and take on more responsibilities.
Cross-Functional Projects: Collaborating with other departments on projects can provide opportunities to learn new skills and take on additional responsibilities.
Leadership Development: Demonstrating strong leadership and management skills can lead to opportunities for career advancement within the company.

📝 Enhancement Note: Modus Mobility's focus on growth and expansion creates numerous opportunities for the Customer Support Team Lead to grow both personally and professionally within the company.

🌐 Work Environment

Office Type: Modus Mobility offers a modern, dog-friendly office space with a collaborative work environment.

Office Location(s): Vilnius, Lithuania

Workspace Context:

The office is equipped with modern tools and technology to support productivity and collaboration.
The team enjoys regular events and activities to foster a positive and engaging work environment.

Work Schedule: The work schedule is flexible, with a focus on results and productivity. The team works a standard 40-hour workweek, with the option to work remotely or from the office.

📝 Enhancement Note: Modus Mobility's flexible work environment and focus on results allow the Customer Support Team Lead to balance work-life responsibilities while maintaining a high level of productivity.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills and cultural fit.
Behavioral Interview: A deeper dive into your leadership, problem-solving, and customer support experiences.
Case Study: A hands-on exercise to evaluate your process improvement and decision-making skills.
Final Interview: A meeting with the Head of Customer Support to discuss the role, team dynamics, and company culture.

Portfolio Review Tips:

Prepare examples of your leadership and customer support experiences, highlighting your ability to drive results and improve processes.
Be ready to discuss your approach to team management, problem-solving, and customer communication.

Technical Challenge Preparation:

Brush up on your customer support and team management skills, focusing on real-life examples and success stories.
Familiarize yourself with Modus Mobility's products and services, as well as their mission and values.

ATS Keywords: (Organized by category)

Leadership: Team Management, Process Improvement, Performance Monitoring, Goal Setting, Coaching, Mentoring
Customer Support: Customer Communication, Issue Resolution, Escalation Management, Customer Satisfaction, Customer Experience
Problem-Solving: Process Analysis, Root Cause Identification, Decision Making, Process Optimization
Adaptability: Change Management, Quick Decision Making, Resilience, Flexibility
Soft Skills: Motivation, Team Building, Collaboration, Communication, Active Listening

📝 Enhancement Note: Modus Mobility's focus on customer-centric processes and continuous improvement creates an interview process that emphasizes leadership, problem-solving, and customer support skills.

🛠 Technology Stack & Web Infrastructure

As this role focuses on customer support and team management, there is no specific technology stack or web infrastructure to highlight. However, familiarity with customer support software and tools can be beneficial.

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Putting customers first and ensuring their satisfaction.
Continuous Improvement: Always looking for ways to enhance the customer experience and streamline processes.
Collaboration: Working closely with other departments to ensure seamless customer experiences.
Accountability: Taking ownership of customer issues and driving results.

Collaboration Style:

Cross-Functional Collaboration: Working closely with other departments to ensure seamless customer experiences.
Regular Communication: Open and transparent communication to keep the team informed and engaged.
Knowledge Sharing: Encouraging team members to share their experiences and learn from one another.

📝 Enhancement Note: Modus Mobility's focus on customer-centric processes and continuous improvement creates a collaborative and engaging team culture that values customer support professionals who can drive results and make a difference.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Team Management: Leading a team in a fast-paced environment, balancing workloads, and ensuring high performance.
Process Optimization: Identifying inefficiencies and implementing improvements to enhance customer support processes.
Customer Satisfaction: Ensuring high customer satisfaction scores and addressing customer feedback to drive continuous improvement.
Adaptability: Navigating change and making quick decisions in a dynamic environment.

Learning & Development Opportunities:

Team Expansion: As the company grows, there may be opportunities to expand the customer support team and take on more responsibilities.
Cross-Functional Projects: Collaborating with other departments on projects can provide opportunities to learn new skills and take on additional responsibilities.
Leadership Development: Demonstrating strong leadership and management skills can lead to opportunities for career advancement within the company.

📝 Enhancement Note: Modus Mobility's focus on growth and expansion creates numerous opportunities for the Customer Support Team Lead to grow both personally and professionally within the company, facing various challenges and learning experiences along the way.

💡 Interview Preparation

Technical Questions:

Team Management: Describe your approach to team management and provide examples of your leadership experiences.
Process Improvement: Walk us through a time when you identified a process inefficiency and implemented an improvement.
Customer Support: Share a challenging customer support situation you faced and how you handled it to achieve a positive outcome.

Company & Culture Questions:

Customer Focus: How do you ensure that customer satisfaction is at the core of your decision-making processes?
Continuous Improvement: Describe your approach to continuous improvement and provide examples of initiatives you've led.
Collaboration: How do you collaborate effectively with other departments to ensure seamless customer experiences?

Portfolio Presentation Strategy:

Leadership Examples: Prepare examples of your leadership and team management experiences, highlighting your ability to drive results and improve processes.
Customer Support Cases: Share success stories of challenging customer support situations you've handled, demonstrating your problem-solving skills and customer focus.
Process Improvement Projects: Present initiatives you've led to improve customer support processes, emphasizing your ability to identify inefficiencies and drive change.

📝 Enhancement Note: Modus Mobility's focus on customer-centric processes and continuous improvement creates an interview process that emphasizes leadership, problem-solving, and customer support skills, with a strong emphasis on real-life examples and case studies.

📌 Application Steps

To apply for this CityBee Customer Support Team Lead position:

Submit your application through the Modus Mobility careers page.
Prepare examples of your leadership and customer support experiences, highlighting your ability to drive results and improve processes.
Familiarize yourself with Modus Mobility's products, services, and mission to demonstrate your enthusiasm and cultural fit.
Brush up on your customer support and team management skills, focusing on real-life examples and success stories.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Modus Mobility before making application decisions.

CityBee Customer Support Team Lead