Team Lead Support On-Call (SaaS)

TL;DR

Team Lead Support On-Call (SaaS): Leading a brand-new dedicated function for customer communication during service disruptions with an accent on incident reporting and shift management. Focus on designing on-call rotas, establishing communication playbooks, and managing a team of support specialists.

Location: Hybrid in Vilnius, Lithuania. Right to live and work in the EU is required.

Salary: 3200-3500 €/mon. gross

Company

Pan-European digital identity company providing secure verification, authentication, and electronic signing solutions for organizations.

What you will do

• Lead, coach, and develop a team of five Customer Support Specialists, managing onboarding and performance.
• Design and manage the 24/7 shift rota (Monday-Friday) and weekend on-call rotations.
• Set the quality bar for all customer-facing communication during service disruptions, including status pages and incident reports.
• Own and iterate on team communication playbooks, templates, and escalation procedures.
• Carry a share of the operational shifts and weekend on-call duties alongside the team.
• Act as the senior point of contact for customer communication during major incidents, coordinating with incident leads.

Requirements

• Experience in incident response and customer communication during service disruptions.
• Proven leadership experience in developing team members and building team culture.
• Comfortable with shift work and designing fair on-call rotas.
• Strong, calm communication skills and ability to write effectively under pressure.
• Process-oriented mindset with the ability to turn patterns into structured playbooks.
• Right to live and work in the EU is required.

Nice to have

• Familiarity with Zendesk and Statuspage (or similar tools).
• Experience in B2B SaaS environments, specifically with API-based or developer-facing products.
• Exposure to identity, authentication, or payments domains.
• Fluency in a second European language alongside English.

Culture & Benefits

• Tailored benefits package customized by location.
• Flexible hybrid work model with a pet-friendly office in Vilnius (Paupys district).
• Enhanced work-life balance with 5 extra paid days off annually and anniversary rewards.
• Health and wellness support, including designated packs and access to Headspace.
• Continuous growth via quarterly development talks and dedicated weekly training time.
• Opportunity to work from other hirify.global offices for 2 months per year or any EU country for 3 weeks per year.