Posted 5 days ago

Customer Support Team Lead

VilniusHybrid

AI Summary

Customer Support Team Lead who leads a support team, analyzes support data, drives process improvements, and manages performance across customer interactions.

About this role

ABOUT BURGA

From a 7m² flat with just one printer in 2015 to a global powerhouse with 4+ million customers, 12+ million products sold, and revenue of over $147 million in 2025 - BURGA is not your average brand. Our products have been spotted with some of the world’s biggest celebrities, like Taylor Swift, Cara Delevingne, Lucy Hale, Alexis Ren, and many more.

We're on a mission to turn ordinary into extraordinary by transforming everyday items into style statement accessories. To keep up with our growth, we’re building a 10-million-euro manufacturing facility in Kaunas, set to produce 40,000 items daily.

With unicorn ambitions and 500+ passionate humans on a mission to conquer the world, you’re joining a team that’s rewriting the rules.

Oh, and we just landed a spot among Lithuania's TOP 10 most attractive employers in 2026, so the word is officially out.

Curious about our day-to-day life? Take a peek at Instagram @burgainsider

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.

WHAT YOU'LL DO

-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

WHAT WE'RE LOOKING FOR

-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.

Skills

Cross-Functional CollaborationCustomer Support PlatformsData AnalysisMS OfficeProcess ImprovementProject ManagementQuality AssuranceSQL

Explore related jobs

More jobs at Burga

Similar Cross-Functional Collaboration jobs

Jobs in Vilnius

Browse these categories

Cross-Functional Collaboration Jobs Data Analysis Jobs MS Office Jobs Process Improvement Jobs Project Management Jobs