Customer Support Team Lead

We’re looking for a Customer Support Team Lead to join 360 Mind in Vilnius.

This isn’t a traditional Customer Support Team Lead role. Our support operation is increasingly powered by AI and automation and we’re looking for someone who can take ownership of the whole function: understand what’s happening behind the numbers, continuously improve our support flows, manage a small outsourced team and make the operation increasingly efficient and autonomous.

Your goal? Build a support function that works so well it doesn’t need constant supervision.

What you’ll own

• Own and improve our AI driven support setup by maintaining, testing and optimizing Octocom flows that handle a significant share of customer requests
• Drive automation by identifying repetitive work, bottlenecks and opportunities to replace manual processes with AI
• Manage our outsourced support team, owning performance, 1:1s, quality and day to day coordination
• Own support performance and analyze weekly trends to understand customer behavior, recurring issues, transaction patterns and opportunities to improve the overall support experience
• Turn insights into action by improving AI flows, support processes and how the team handles different customer cases
• Step into customer cases when needed, especially when they require hands on involvement, judgment or a more personalized approach
• Work cross functionally with Webutation and Product to bring customer insights into planning and improve checkout and cancellation flows
• Solve ad-hoc operational problems, from customer segmentation to prioritizing and orchestrating refund cases
• Continuously improve Customer Support to make the function leaner, faster and increasingly autonomous

What we’re looking for

• Have experience leading Customer Support operations or teams and are comfortable taking full ownership of the function
• Have hands on experience with AI, automation or automated customer support workflows
• Naturally look at a manual process and ask: how can we automate this?
• Are comfortable working with support metrics and using data to identify problems and prioritize improvements
• Can be the point of contact and owner of the support function rather than waiting for someone else to define what needs to happen
• Are proactive and comfortable making decisions independently
• Have strong attention to detail, especially when working with refunds, cancellations and customer impacting processesAre trustworthy and comfortable owning areas where mistakes can directly affect customers and the business
• Can work effectively with both outsourced agents and internal Product/Operations teams

What we offer

• Salary starting from €3,300 gross/month, depending on your experience.
• One of the most rewarding bonus structures in the market – your earnings scale directly with your results, with no ceiling. Hit your performance targets, and the upside is yours. The better you perform, the more you earn.
• Real growth opportunities – work closely with a small, experienced founding team where you can suggest ideas, test them with hundreds of thousands of customers globally, and see the impact firsthand. You’ll grow professionally while directly shaping our culture, product and future.
• Hybrid work model – 4 days together + 1 flexible day to keep the team connected, plus an additional 15-30 flexible workdays per year to work where it suits you best.
• Extra vacation days – earn additional time off through quarterly perks and work anniversaries.
• Pet-friendly office – bring your furry friend along and make the workday a little more fun.
• An office designed by us, for us – we’re constantly improving and adapting our space, and your crazy ideas for making it even better are always welcome.
• Team days & workations – from nights out in town to forest cabins, hikes, and the long spa getaways our team loves. Sometimes chill, sometimes a little wild, but always a good reset together.

We’ll reach out to the candidates who seem like the best fit 🧡 so hit apply, we’d love to hear from you!