Senior Customer Support Specialist

TL;DR

Senior Customer Support Specialist: Owning and improving customer support processes and acting as a subject-matter expert for our products with an accent on identifying recurring issues and implementing improvements. Focus on root-cause analysis of complex cases and contributing to automation and scaling of support operations.

Location: We have plenty of amazing workspaces you can choose from: our awesome headquarters in Vilnius, and super cool hubs in Kaunas, Klaipėda, and Riga! For Vilnius: 4 days onsite, 1 flexible day remote. Meanwhile, in Kaunas: onsite, hybrid, or remote options are available depending on the role.

Salary: 1800-2200 EUR/month

Company

hirify.global™ is the operational force that helps ventures grow — building the systems, teams, and infrastructure that turn ideas into scalable businesses.

What you will do

• Own and continuously improve customer support processes, guidelines, and internal procedures.
• Act as a subject-matter expert on our products, closely following updates and ensuring this knowledge is reflected in internal documentation.
• Monitor customer support performance and quality, identify gaps, recurring issues, and proactively propose solutions.
• Collaborate closely with Product, Tech, and other internal teams by collecting insights from customer cases.
• Oversee and maintain internal knowledge bases, FAQs, and training materials.
• Handle escalated or complex cases, focusing on root-cause analysis.

Requirements

• Strong written and verbal communication skills in English and Lithuanian.
• Solid experience in customer support or customer operations.
• Analytical and structured thinking, with the ability to identify patterns and long-term solutions.
• A proactive mindset and ownership attitude.
• Experience working with customer support tools, documentation systems, and internal platforms.
• Excellent organizational skills and attention to detail.

Culture & Benefits

• Health insurance, 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, drawers and fridges stocked with snacks and food.
• Rooftop and cellar events and 10 social clubs.
• Public transport card for Vilnius and Perks.lt perks.
• €1000 yearly budget to fuel personal or team growth.