Job Description

Get ready to

Own and continuously improve customer support processes, guidelines, and internal procedures to ensure consistent and high-quality service delivery
Act as a subject-matter expert on our products, closely following updates, changes, and new features, and ensuring this knowledge is reflected in internal documentation
Monitor customer support performance and quality, identify gaps, recurring issues, and improvement areas, and proactively propose solutions
Support and mentor Customer Support team members by sharing best practices, reviewing complex cases, and helping improve problem-solving approaches
Collaborate closely with Product, Tech, and other internal teams by collecting insights from customer cases, translating them into actionable feedback, and ensuring smooth implementation of improvements
Oversee and maintain internal knowledge bases, FAQs, and training materials to ensure they are accurate, up to date, and easy to use
Contribute to automation, optimization, and scaling of support operations to improve efficiency and customer experience

Requirements

Strong written and verbal communication skills in English and Lithuanian, with the ability to clearly explain complex topics internally
Solid experience in customer support or customer operations, with a clear understanding of support processes, workflows, and quality standards
Analytical and structured thinking, with the ability to identify patterns, root causes, and long-term solutions
A proactive mindset and ownership attitude – you see what can be improved and take initiative to make it better
Experience working with customer support tools, documentation systems, and internal platforms, with a strong ability to adapt to new tools
Excellent organizational skills and attention to detail, especially when working with procedures, documentation, and cross-team coordination
A collaborative approach and confidence working with multiple stakeholders across different departments

Health insurance (after probation)
On-site physiotherapist
Office gym and fitness classes
7 extra days off, 3 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
€1100 yearly budget for coaching, mentorship, training, conferences, online courses, subscriptions, books
Opportunity to step in as a co-founder
€1500 for every successful referral