Project Manager
Vilnius
Customer Experience – Support Operations /
Full-time /
Hybrid
WHO WE ARE
Ovoko is one of the fastest-growing e-commerce startups in Europe. We represent 3000+ scrapyard owners, car parts sellers and auto dismantlers, offering them an efficient and convenient way to serve an international audience. In our mission to make the internet a better place for the automotive aftermarket, we actively search for new ways to elevate the online experience for our partners and customers alike. This attitude drives a growing demand for talented and ambitious professionals who would help us tackle every new challenge with confidence.
ABOUT THE ROLE
We are looking for a dynamic and customer-centric Project Manager to lead and drive initiatives aimed at enhancing the overall customer experience within our Customer Support team. In this role you will be responsible for identifying, prioritizing, and executing projects that streamline support operations, enhance customer satisfaction, and drive operational efficiency. This involves deep collaboration with cross-functional teams, including engineering, to design, develop, and implement technological solutions. We are looking for a specialist with a strong aptitude for system ownership, stakeholder management, and a relentless focus on delivering exceptional customer experiences.
IN THIS ROLE, YOU WILL
- Identify opportunities to streamline customer support processes to reduce customer effort and Customer Support team costs;
- Analyze data and customer feedback to assess the impact of introduced updates and work closely with stakeholders on product and process improvements;
- Effectively manage change initiatives and communicate their impact to stakeholders;
- Set up and maintain the tools used by the Customer Support Specialists, making sure we’re using them to their full potential;
- Look for and successfully implement new tools to elevate the Specialists’ daily operations;
- Collaborate with cross-functional teams (e.g., Engineering, Product, Shipping) to define task scope, requirements, timelines and their successful execution;
- Own and make the automation rate higher (issues solved without our specialists);
- Create and maintain Customer Support documentation, including timelines, status reports, user stories, etc.;
- Stay up-to-date on industry best practices and emerging trends in customer support technology and methodologies and implement those at Ovoko.
WHAT WE'RE LOOKING FOR
- 2+ years experience in project management, preferably in a customer-centric environment;
- Strong understanding of customer experience principles and methodologies;
- Excellent analytical and problem-solving skills;
- Proven experience in content creation and distribution;
- Ability to manage multiple projects simultaneously and prioritize effectively;
- Good technical understanding of industry standard Customer Support tools;
- Proactive nature and customer obsession;
- Strong communication and interpersonal skills;
- Open mind and ability to quickly adapt;
- Startup (all-hands-on-deck) approach.
SALARY
The offered salary range for this position starts from 2500 € (gross) per month. Please keep in mind that we are also open to discuss your salary expectations based on your competencies and experience.
PERKS AND BENEFITS
• Learning budget for your personal and professional growth;
• Private health insurance from day one;
• Employee stock option plan;
• Close collaboration with ambitious colleagues & a real opportunity to shape the “big picture”;
• Flexible working hours & remote work opportunities;
• Pet-friendly office with collaborative spaces, chill zones, our own gym & a kitchen full of snacks and drinks.
