Lead & Manage: Oversee and day to day manage a team of 10-15 customer support specialists, conducting 1-on-1 meetings, and managing the full employee lifecycle (including hiring, onboarding, and offboarding) and growth (career path).

Drive Performance: Ensure each specialist and the team as a whole consistently hit the required ticket-solving targets and volume averages.

Coach for Quality: Provide continuous qualitative coaching to ensure the team learns from mistakes (based on own observations as well as agents’ QA results) and consistently improves Customer Satisfaction (CSAT) scores.

Metric Ownership: Own and report on team KPIs, identify trends in customer friction to provide feedback to the Product team(s).

Handle Escalations & Crises: Take the lead on resolving tough cases, managing high-level escalations, handling crisis situations in a Marketplace environment.

Optimize Operations: Manage day-to-day resource allocation and team absences. Identify areas for process improvement, streamline operations, and boost efficiency.

Foster Culture: Conduct regular team meetings to communicate goals, monitor team morale, and build a positive, inclusive environment.

Collaborate: Actively participate in and contribute to cross-functional projects and initiatives vital for the overall Customer Experience (CX) department's success and well-being.

Proactiveness: Identify and resolve process bottlenecks or recurring friction points before they escalate, using your initiative and "startup mentality" to streamline and enhance the marketplace customer experience with minimal supervision.

Experience: ~2 years of proven experience in a customer support/success leadership role, accustomed to managing a team size of 10-15 people.

Technical Proficiency: Hands-on experience and solid proficiency in using Zendesk and Looker.

Environment Fit: Previous experience working in startups, fast-paced organizations, or marketplace companies is a significant advantage.

Leadership Style: An inspiring leader with strong initiative, a "startup mentality," and the ability to work independently with minimal supervision.

Problem Solver: Demonstrated ability to make fast decisions, handle high-pressure situations, and effectively manage customer escalations.

Data-Driven: Capable of analyzing customer support metrics and translating them into actionable coaching and development plans.

Communication: Fluency in written and spoken Lithuanian & English.