Customer Support Team Lead

TL;DR

Customer Support Team Lead: Managing a team of 10-15 support specialists to ensure high service quality and customer satisfaction in a marketplace environment with an accent on KPI tracking and operational efficiency. Focus on coaching, process optimization, and resolving complex customer escalations.

Location: Must be based in Vilnius, Lithuania (Hybrid/Onsite)

Salary: €3,000 – €4,000 gross per month

Company

hirify.global is a fast-scaling European e-commerce marketplace platform connecting used car parts sellers with buyers across borders.

What you will do

• Manage and coach a team of 10-15 customer support specialists, overseeing their career growth and daily performance.
• Monitor and report on team KPIs to ensure ticket resolution targets are consistently met.
• Provide qualitative coaching to team members to improve Customer Satisfaction (CSAT) scores.
• Handle high-level escalations and complex crisis situations within the marketplace environment.
• Identify process bottlenecks and implement improvements to streamline support operations.
• Collaborate with product teams to provide feedback on recurring customer friction points.

Requirements

• 2+ years of experience in a customer support leadership role managing similar team sizes.
• Solid proficiency in Zendesk and Looker.
• Fluency in written and spoken Lithuanian and English.
• Experience working in startups or fast-paced marketplace companies.
• Ability to work independently with a startup mentality and make fast decisions.

Nice to have

• Proven track record in driving performance in a metrics-driven environment.
• Experience in managing full employee lifecycles from hiring to offboarding.

Culture & Benefits

• Hybrid work model with flexible hours.
• Private health insurance and employee stock option plan.
• Learning budget for personal and professional development.
• Pet-friendly office in Vilnius with a gym, snacks, and collaborative chill zones.
• Company-covered monthly public transport ticket.