Senior Customer Success Specialist

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.
• Handle escalated or complex cases when needed, focusing on root-cause analysis rather than volume-based ticket resolution.
• Contribute to automation, optimization, and scaling of support operations to improve efficiency and customer experience.

• 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, and the freedom to work 2 months from anywhere in the world.
• Pet-friendly office, fresh breakfasts, hot lunches, and fully stocked drawers and fridges for a quick snack or even a team-cooked meal together.
• Rooftop and cellar events.
• Public transport card for Vilnius and access to Perks.lt benefits.
• €1100 yearly budget for coaching, mentorship, training, conferences, online courses, subscriptions, books for personal or team growth.
• Opportunity to build impact across 30+ brands worldwide.
• Potential to step in as a co-founder and receive €1500 for every successful referral.