Escalations Management Specialist, CS Operations

Location: Hybrid work in Vilnius or Kaunas, Lithuania; 2 days in the office are recommended but not enforced.

Salary: €1,917–€2,592 gross per month.

Company

hirify.global operates a second-hand marketplace connecting members across more than 20 markets and also provides shipping and payment services.

What you will do

• Act as the primary contact for high-priority and complex member support cases requiring special handling.
• Create and document tailored solutions while balancing company policies, regulations, and customer satisfaction.
• Resolve complex member issues by collaborating with internal and external stakeholders.
• Translate member pain points into actionable insights for Product and Policy teams.
• Act as a liaison with senior management, legal, and PR teams.

Requirements

• Experience in customer service or complaint handling.
• Ability to assess complex issues, identify root causes, and implement creative solutions.
• Excellent written and verbal communication skills, including the ability to explain solutions clearly and calmly in challenging situations.
• Customer-centric mindset, empathy, and commitment to a positive customer experience.
• High emotional intelligence and the ability to remain objective and resilient when handling sensitive or confrontational situations.
• Ability to plan and prioritize tasks effectively.
• Fluent written and spoken English.

Culture & Benefits

• Hybrid workplace with team-agreed office days and home office support, including equipment and up to €540 for workplace furniture.
• 25 working days of holiday, private health insurance, and digital mental and emotional health support with an Employee Assistance Program.
• Share options programme and a personal monthly hirify.global shopping budget.
• Annual individual learning budget for courses, certifications, and workshops.
• Up to 90 workation days per year, including up to 21 days working outside the EU.
• Team-building events, dog-friendly offices, and location-specific gym, meals, or lunch allowances.