Support Team Lead

TL;DR

Support Team Lead: Managing a local support team in Lithuania to ensure smooth operations between customers, merchants, and couriers with an accent on customer obsession, analytics, and operational efficiency. Focus on analyzing support trends, developing strategies for improvements, and driving SLA and CSAT targets through data-driven actions and cross-team collaboration.

Location: Lithuania (local support team)

Company

Technology company building delivery platforms for food and more, operating in over 500 cities across 30 countries, part of DoorDash.

What you will do

• Lead by example, setting high standards for quality, tone, and ownership in customer interactions
• Analyze patterns in support requests, translate insights into actions, and drive improvements using data
• Develop and execute strategies with the Support Manager to enhance customer experience and efficiency
• Manage day-to-day team operations, ensuring SLA, quality, and CSAT targets are met
• Collaborate with managers, team leads across Baltics, associates, and cross-functional teams
• Stay proactive and manage time effectively in a fast-paced environment

Requirements

• Fluent in Lithuanian and English
• Proven leadership experience in customer support or related field
• Strong ability to motivate, mentor, and manage a team in fast-paced environment
• Passion for analytics and customer insights, confident with data, spreadsheets, and reports
• Data-driven mindset to turn insights into actions aligned with KPIs
• Tech-savvy, can-do attitude, strong ownership, multitasking, and independent decision-making

Culture & Benefits

• High-growth environment with challenges, learning, and fast shipping
• Self-starter culture with drive, entrepreneurial spirit, and fun
• Commitment to diversity, inclusion, and empowering teams
• Competitive monthly salary based on skills and experience
• Benefits discussed with Talent Acquisition Partner

Hiring process

• Review applications on ongoing basis
• Attach CV and apply today
• Start conversation if excited about the role