Client Services Delivery Manager

The Support Manager will lead a team of professionals within Nasdaq Governance Solutions Customer Support, fostering a positive team culture and ensuring best-in-class customer service globally. Responsibilities include supervising and mentoring support professionals in a 24/7/365 environment, ensuring timely and empathetic resolution of client inquiries, overseeing daily operations, tracking KPIs, and collaborating with cross-functional teams to drive operational excellence and continuous improvement.

Must Have

• Supervise and mentor a team of support professionals in a 24/7/365 environment.
• Foster a positive, inclusive, and high-performance culture.
• Conduct regular coaching sessions, performance reviews, and career development planning.
• Ensure timely, accurate, and empathetic resolution of client inquiries.
• Champion a client-first mindset across the team.
• Monitor service quality and implement improvements to exceed customer expectations.
• Oversee daily operations, including workload distribution and shift planning.
• Track and report on key performance metrics (KPIs, SLAs).
• Drive process optimization and efficiency initiatives.
• Partner with Customer Success, Product Management, and other internal teams to resolve complex issues.
• Provide feedback to product teams to enhance platform functionality and user experience.
• Identify trends and root causes to prevent recurring issues.
• Implement best practices and contribute to global support strategy.
• Proven experience in a managerial role.
• Strong leadership skills with a track record of team success.
• Excellent communication and relationship-building abilities.
• Solid organizational and project coordination skills.
• Ability to analyze data and drive process improvements.

Good to Have

• Background in contract management or client success
• Certification in project management or relevant field

Perks & Benefits

• Annual monetary bonus
• An opportunity to become a Nasdaq shareholder
• Employee Stock Purchase Program - Nasdaq stocks with a discount
• III pillar pension plan with additional contribution from Nasdaq
• Flexible health insurance program
• Flexible working schedule and hybrid way of work
• Additional paid leave days after 2 years of working at Nasdaq
• Flex day program (up to 6 paid days off a year)
• Internal mentorship program – get a mentor or become one
• Wide selection of online learning resources, e.g., Udemy and many more

The Role

We are seeking a Support Manager to lead a team of professionals within our Nasdaq Governance Solutions Customer Support Team. This role is critical in fostering a positive team culture, driving a client-centric approach, and ensuring best-in-class customer service for our global customers. The Support Manager will collaborate closely with direct reports, Customer Success Management, Product Management, and other support leaders to deliver operational excellence and continuous improvement.

What You’ll Do

Team Leadership & Development

• Supervise and mentor a team of support professionals in a 24/7/365 environment.
• Foster a positive, inclusive, and high-performance culture.
• Conduct regular coaching sessions, performance reviews, and career development planning.

Customer Service Excellence

• Ensure timely, accurate, and empathetic resolution of client inquiries.
• Champion a client-first mindset across the team.
• Monitor service quality and implement improvements to exceed customer expectations.

Operational Management

• Oversee daily operations, including workload distribution and shift planning.
• Track and report on key performance metrics (KPIs, SLAs).
• Drive process optimization and efficiency initiatives.

Cross-Functional Collaboration

• Partner with Customer Success, Product Management, and other internal teams to resolve complex issues.
• Provide feedback to product teams to enhance platform functionality and user experience.

Continuous Improvement

• Identify trends and root causes to prevent recurring issues.
• Implement best practices and contribute to global support strategy.

What You’ll Bring

• Proven experience in a managerial role
• Strong leadership skills with a track record of team success
• Excellent communication and relationship-building abilities
• Solid organizational and project coordination skills
• Ability to analyze data and drive process improvements

Nice to Have

• Background in contract management or client success
• Certification in project management or relevant field

Next steps

This position is based in Vilnius, with the flexibility to work in a hybrid environment at least 3 days a week in-office (subject to change) providing flexibility and accessibility for qualified candidates.

Please submit your applications in English as soon as possible, as we are reviewing resumes ongoing.

Individuals applying for or occupying this position must have no previous unspent convictions for criminal offences under the Criminal Code of the Republic of Lithuania, with the exception of offences solely related to minor road traffic violations.

Benefits & Rewards

• Annual monetary bonus
• An opportunity to become a Nasdaq shareholder
• Employee Stock Purchase Program - Nasdaq stocks with a discount
• III pillar pension plan with additional contribution from Nasdaq
• Flexible health insurance program
• Flexible working schedule and hybrid way of work
• Additional paid leave days after 2 years of working at Nasdaq
• Flex day program (up to 6 paid days off a year)
• Internal mentorship program – get a mentor or become one
• Wide selection of online learning resources, e.g., Udemy and many more

We offer a competitive, well-rounded rewards package that supports you and your family — inside and outside of work.

The base pay range for this role is 3750–4100 EUR. Actual pay depends on your skills, experience, education, and location. In addition to base pay, we offer short-term incentives (bonus or commission) and long-term incentives (equity), where applicable.

Come as You Are

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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