Job Description

Kiloverse – the operational force behind every impactful Kilo solution — powering ventures with efficient systems, execution-driven teams, advanced tools, and deep industry expertise to launch and grow at speed.

Manage a team of customer service representatives across multiple digital and e-commerce brands, ensuring they deliver outstanding support and meet key performance indicators (KPIs)
Be proactive—implement best practices and continuously improve processes
Monitor and report on customer feedback to the Product Lead and Head of Customer Success, to whom you will report
Oversee customer interactions across various brands, ensuring each maintains a unique voice and experience aligned with its identity
Track team metrics, analyze performance trends, and generate reports to guide decision-making and strategy
Turn unhappy customers into satisfied ones, and make happy customers even happier

Requirements

Have 2+ years of customer service experience, with at least 1 year in a supervisory or team lead role, preferably in an e-commerce or multi-brand setting
Have previous experience in customer service and team management
Possess excellent time management skills (you will manage your own team and work alongside the product team)
Take ownership – you will be the driver of your team’s performance!
Be familiar with customer service platforms (e.g., Zendesk, Freshdesk) and tools like CRMs and analytics software

Company offers

Health insurance (after probation)
On-site physiotherapist
Office gym and fitness classes
7 extra days off
3 days off for weddings
Hybrid work
Freedom to work 2 months from anywhere in the world
Pet-friendly office
Fresh breakfasts and hot lunches
Drawers and fridges stocked with snacks and food
Rooftop and cellar events
10 social clubs
Public transport card for Vilnius
Perks.lt perks
€1000 yearly budget for coaching, mentorship, training, conferences, online courses, subscriptions, books
€1500 for every successful referral