Learning & Development Lead

Job Description

Hi there! We’re CyberCare - part of Tesonet Accelerator - a customer care company for global tech brands. We combine AI-powered automation with a human touch to create smooth, stress-free experiences for millions of technology users worldwide. With 400+ professionals on board, we make the tech world easy - one customer at a time.

About the Role

Our team needs continuous development and clear growth paths - especially when it comes to deepening technical knowledge. We are looking for a Learning & Development Lead to take ownership of our learning ecosystem. While communication, leadership, and collaboration matter, the core mission of this role is deepening technical knowledge across the customer support organization. You’ll be refining onboarding, building scalable certification paths and building structured learning paths that help customer support specialists understand the products and the technology behind them well enough to solve complex, real-world customer issues independently.

You’ll lead a team of 4 L&D specialists and report directly to the Head of HR.

What You’ll Do

• Build and lead the Learning & Development function for CyberCare - shaping the strategy, team priorities, and processes.

• Lead a team of 4 people responsible for delivering technical onboarding, role-specific training, and continuous development programs.

• Own the company’s learning & certification ecosystem - from onboarding programs that accelerate new hires’ time-to-competency, to certification paths that validate technical expertise at each seniority level.

• Convert live training content into scalable, self-paced LMS modules without losing depth or practical applicability.

• Partner with product owners, technical leads, and managers to identify skill gaps and build the right training to close them.

• Drive a data-informed approach to L&D - measuring learning impact through operational metrics (not just completion rates) and adjusting based on evidence.

• Champion AI literacy across the organization - both integrating AI tools into L&D workflows and supporting company-wide AI upskilling initiatives.

• Build a culture where technical expertise is valued and continuous learning is the norm, not a checkbox.

What Makes You a Strong Match

• 2+ years of experience leading Learning & Development on a strategic, company-wide level.

• Hands-on experience building technical training programs - you’ve designed learning paths that teach people how things work, not just how to follow scripts.

• Ability to build and scale L&D frameworks (onboarding programs, competency matrices, certification systems) that support business goals and employee growth.

• Strong people leadership skills - you’ve built, coached, and developed teams.

• Solid knowledge of instructional design principles and learning technologies (LMS, blended learning, microlearning, etc.).

• Comfort engaging with technical subject matter. You don’t need to be an engineer, but you should be someone who genuinely enjoys learning how technology works and can translate complex topics into effective training.

• A data-driven mindset - you measure what matters and use evidence to prioritize.

• Experience in a fast-paced, customer-facing, or technology environment is a strong plus.

• Fluency in Lithuanian and English.

Setting Expectations

We want to be transparent about what this role requires. If your experience is exclusively in soft-skills training (leadership workshops, communication skills, team-building) and you haven’t built or led programs focused on technical or product knowledge development, this likely isn’t the right fit. We deeply value those competencies, but the defining challenge of this role is making people technically stronger - and we need a leader who has done that before.

What’s In It For You

• Smooth start in tech with onboarding & mentorship.

• Office in Cyber City + option to work from home twice a week (after probation period).

• Health insurance, free in-house ²⁴⁄₇ gym & workout sessions.

• Kitchen full of snacks & bakery goods on Fridays.

• Various internal and online training, books - everything you need to reach your full potential.

• Clear growth path - move inside of CyberCare or Tesonet.

• Gross salary - 3000 - 4500 EUR/month

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.