Customer Support Team Lead (Marketplace)

Location: Vilnius, Lithuania; hybrid workplace

Company

hirify.global operates a marketplace supported by a dedicated Customer Experience and Customer Support department.

What you will do

• Lead and manage a team of 10–15 customer support specialists, including one-to-ones, hiring, onboarding, offboarding, and career development.
• Drive ticket-solving targets, volume performance, service quality, and CSAT improvement through continuous coaching.
• Own and report on team KPIs, identify customer-friction trends, and provide actionable feedback to Product teams.
• Resolve complex customer cases, high-level escalations, and crisis situations in a marketplace environment.
• Manage resource allocation and absences while improving support processes, operational efficiency, and recurring friction points.
• Run team meetings, support morale, build an inclusive environment, and contribute to cross-functional CX initiatives.

Requirements

• Approximately two years of experience in customer support or customer success leadership, managing teams of 10–15 people.
• Hands-on proficiency with Zendesk and Looker.
• Strong independent leadership, initiative, decision-making, problem-solving, and escalation-management skills.
• Ability to analyze customer support metrics and turn them into coaching and development plans.
• Fluency in written and spoken Lithuanian and English.

Nice to have

• Experience in startups, fast-paced organizations, or marketplace companies.
• Startup mentality and the ability to improve processes with minimal supervision.

Culture & Benefits

• Learning budget for personal and professional development.
• Commuting benefits, including covered parking or public transport.
• Everyday snacks and drinks, plus an onsite gym.
• Choice of MacOS or Windows hardware and software.
• Opportunity to work from anywhere for up to 30 days per year.
• Employee referral program.