Customer Support Team Lead
3000-4000 €/mon.
gross
Данные калькулятора CVbankas.lt.
Full-time
Vilnius
- UAB „Ovoko“
Who We Are:
Ovoko is transforming Europe’s €30B+ used car parts market - a massive, fragmented industry still largely offline. We connect 6,000+ scrapyard owners, car parts sellers and dismantlers with millions of buyers through our marketplace, SaaS and logistics platform, making it effortless to trade parts across borders. With over 35 million parts listed, we’ve grown into one of Europe’s fastest-scaling e-commerce companies, but the real opportunity lies ahead, as we build a real category-defining platform worldwide.
About The Role:
As a Customer Support Team Lead, you will be responsible for leading and managing a team of 10-15 customer support specialists to ensure great customer service and satisfaction. You will oversee day-to-day operations, provide guidance and coaching to team members, and collaborate with other colleagues and teams to improve processes and enhance the overall customer experience. We highly value initiative, swift decision-making, a startup mentality, and the ability to work independently with minimal supervision.
IN THIS ROLE, YOU WILL
- 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.
WHAT WE'RE LOOKING FOR
- 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.
WHAT WE OFFER
- Private health insurance
- Employee stock option plan (ESOP)
- Learning budget for your personal and professional growth
- Commuting perks (covered parking or public transport to choose from)
- Everyday snacks and drinks
- Onsite gym
- Top-notch hardware and software
- The opportunity to work from anywhere up to 30 days per year
- Employee referral program
Discover all our perks by visiting our website: about.ovoko.com/career/#perks
Salary
3000-4000
€/mon.
gross
The proposed salary bracket for this position depends on your experience and qualifications.
The proposed salary bracket for this position depends on your experience and qualifications.
Work place
UAB „Ovoko“
Ovoko is one of the largest Lithuanian based online marketplaces in Europe. Together with the team of dedicated professionals, we are building a digital infrastructure that brings the revolution to the used car parts industry. We have already changed the way people buy and sell their car parts online and have gained popularity across the whole Europe.
We are a planet positive company with a mission to promote a circular economy in the used car parts industry. Our promising results have already attracted multiple investments from venture capital and EU projects, encouraging even faster growth and entry into the foreign markets.
Посмотреть все объявления этой компании (6)
We are a planet positive company with a mission to promote a circular economy in the used car parts industry. Our promising results have already attracted multiple investments from venture capital and EU projects, encouraging even faster growth and entry into the foreign markets.
UAB „Ovoko“ information
5141 €
Avg. salary gross
(2X higher than LT average)
296
Number of employees
50-100 mln. €
Revenue 2025 y.
Distribution of employees by salary (before taxes):
25% earn up to
3200 €
25% earn
3200-5053 €
25% earn
5053-6800 €
25% earn more than
6800 €