ABOUT THE POSITION

Customer Support Team Lead at BURGA is more than just a title – it’s a front-row seat to the evolution of a brand that’s taking the world by storm. You'll be at the heart of an extremely versatile and fast-paced environment, where new collections, campaigns, and product launches will keep you sharp and excited.

Your Role: As a Customer Support Team Lead, you'll drive both operational excellence and continuous improvement across our customer support function. You'll lead a team of Customer Support Specialists, own their performance and development, and use data to uncover the root causes of customer friction. Working cross-functionally with teams such as Operations, Fulfillment, and Product, you'll turn insights into scalable solutions, lead high-impact projects from idea to execution, and ensure every customer interaction reflects the exceptional experience BURGA is known for.

-Analyze support data (tickets, contact reasons, CSAT, defect trends) to identify root causes of customer friction - not just symptoms

-Design and implement new processes to fix those issues, in CS and cross-functionally when needed

-Own dedicated CS projects from scoping through rollout and measurement

-Own your team's KPIs - QA score, CSAT, efficiency, and others - and drive the actions needed to hit them

-Manage, coach, and develop a team of support agents - performance, quality, growth

-Turn findings into clear recommendations for leadership, backed by data

-1-2 years of experience in a management role or similar 

-Strong analytical and problem-solving skills - comfortable working with data to find patterns

-Proven people management experience - you know how to coach, give feedback, and grow a team

-Project ownership - you can take something from "here's a problem" to "here's what we shipped and here's the impact," without needing every step checked

-Cross-functional comfort - you can work with other departments' priorities and constraints, not just push CS's agenda. 

-Clear written and verbal communication - you can explain a data-driven case simply

-A bias toward action - you'd rather test a fix than write a memo about one

SALARY: 2300 - 2500EUR/Month GROSS. We’re open to discussing it based on your skills and competencies.

EXTRA SWEETENERS

Epic Team-Buildings: Enjoy team-building activities, including our all-talked-about Summer Fest and Christmas parties.

Annual Workation: Pack your laptop and join us for an epic workation that blends work and play, recharging your batteries and sparking creativity.

Invest in Your Growth: Point us to any event, course, book, or mentor that will boost your skills, and we'll take care of it. Your growth is our priority.

Birthday Treat: Enjoy a free day off on your birthday.

Exclusive Vouchers and Free BURGA Goodies: Enjoy exclusive discounts and free BURGA products - perks of being part of our team.

Health Insurance: Take care of your health and well-being by using the perk of our private health insurance (after 6 months)

Extra Days off: The longer you’re with us, the more time you get to unwind - earn an extra day of vacation for every year with us.

Pleasant Workplace Environment: Work in a joyful space with occasional Friday team lunches, pet-friendly offices, and regular visits to our Kaunas and Vilnius locations.

Flexible Working Arrangements: Embrace a hybrid work model or take advantage of personal workations. Your work, your way.

You’re just one click away from starting your dream career at BURGA.