Customer Care Team Lead

Banking is moving out of banks and becoming a part of customers’ daily digital lives. Inbank’s financing solutions are embedded seamlessly into the shopping journey of 6,000+ retailers. This helps our merchant partners grow their businesses while end customers benefit from a frictionless shopping experience wherever they are. With a focus on innovation and growth, we are looking for talented people to join our team of 440+ people working across our offices in Estonia, Latvia, Lithuania, Poland and the Czech Republic.

Due to our growth ambitions, we are seeking a talented Customer Care Team Lead to join our Riga office. 

We’re looking for a hands-on leader who can inspire the team, ensure smooth daily operations, and proactively identify opportunities to enhance both efficiency and customer experience. As a key member of our team, you’ll lead a small but dynamic Customer Care unit that handles a wide variety of tasks — from managing client inquiries and making credit decisions to performing back-office operations and supporting debt collection activities. 

If you’re someone who enjoys organising work, improving processes, and staying close to where things happen, this role offers an excellent opportunity to make an impact.

What will you be doing? 

• Plan and coordinate the daily work of the customer service team to ensure smooth operations and excellent service delivery.
• Engage and support the team by setting clear goals, providing regular feedback, and fostering motivation and collaboration.
• Monitor service quality, KPIs, SLAs, and customer satisfaction, driving continuous improvement across all touchpoints.
• Analyse data and trends to identify opportunities for process optimisation and enhanced customer experience.
• Oversee and improve customer service processes, workflows, and systems (e.g., Zendesk, phone systems, and related tools).
• Collaborate closely with colleagues across our global group, contributing to joint initiatives and sharing best practices.

Ideally, you would have: 

• 2–3 years of proven experience leading a Customer Support or Service team, with a track record of driving performance and engagement.
• Strong understanding of customer support tools and systems (e.g., Zendesk, phone systems, and related technologies).
• An analytical mindset and confidence in using data to make informed, customer-centric decisions.
• Leadership skills that inspire and empower — you know how to motivate, coach, and grow your team.
• Proactive and solution-oriented attitude, with the flexibility to thrive in a fast-paced, evolving environment.
• Fluency in Latvian and English, both spoken and written.

At Inbank, we believe great work deserves great rewards. Here’s what you can look forward to when you join us:

• Competitive salary: based on experience and performance (€2,200–€2,700 gross per month. 
• A hybrid working model that supports flexibility and a healthy work-life balance.
• Extra time off: enjoy 5 additional vacation days after your 3rd year with us.
• Inspiring work environment that values creativity, collaboration, and impact.
• Growth opportunities: we invest in your professional development and support your career advancement.
• Health benefits: a comprehensive health insurance and access to the Stebby wellness platform.
• Dedicated learning and development budget to help you grow your skills and stay ahead.
• Fun and connection: take part in company-wide and team events that bring our people together.
• A modern office in the city centre of Riga, designed for comfort, collaboration, and productivity.