Customer Support Team Lead

As a Customer Support Team Lead, you will be responsible for leading and managing a team of 10-15 customer support specialists to ensure great customer service and satisfaction. You will oversee day-to-day operations, provide guidance and coaching to team members, and collaborate with other colleagues and teams to improve processes and enhance the overall customer experience. We highly value initiative, swift decision-making, a startup mentality, and the ability to work independently with minimal supervision.

• Oversee and day to day manage a team of 10-15 customer support specialists, conducting 1-on-1 meetings, and managing the full employee lifecycle (including hiring, onboarding, and offboarding) and growth (career path).
• Ensure each specialist and the team as a whole consistently hit the required ticket-solving targets and volume averages.
• Provide continuous qualitative coaching to ensure the team learns from mistakes (based on own observations as well as agents9 QA results) and consistently improves Customer Satisfaction (CSAT) scores.
• Own and report on team KPIs, identify trends in customer friction to provide feedback to the Product team(s).
• Take the lead on resolving tough cases, managing high-level escalations, handling crisis situations in a Marketplace environment.
• Manage day-to-day resource allocation and team absences. Identify areas for process improvement, streamline operations, and boost efficiency.
• Conduct regular team meetings to communicate goals, monitor team morale, and build a positive, inclusive environment.
• Actively participate in and contribute to cross-functional projects and initiatives vital for the overall Customer Experience (CX) department's success and well-being.
• Identify and resolve process bottlenecks or recurring friction points before they escalate, using your initiative and "startup mentality" to streamline and enhance the marketplace customer experience with minimal supervision.

• ~2 years of proven experience in a customer support/success leadership role, accustomed to managing a team size of 10-15 people.
• Hands-on experience and solid proficiency in using Zendesk and Looker.
• Previous experience working in startups, fast-paced organizations, or marketplace companies is a significant advantage.
• An inspiring leader with strong initiative, a "startup mentality," and the ability to work independently with minimal supervision.
• Demonstrated ability to make fast decisions, handle high-pressure situations, and effectively manage customer escalations.
• Capable of analyzing customer support metrics and translating them into actionable coaching and development plans.
• Fluency in written and spoken Lithuanian & English.

• Private health insurance
• Employee stock option plan (ESOP)
• Learning budget for your personal and professional growth
• Commuting perks (covered parking or public transport to choose from)
• Everyday snacks and drinks
• Onsite gym
• Top-notch hardware and software (MacOS or Windows to choose from)
• The opportunity to work from anywhere up to 30 days per year
• Employee referral program