Senior Customer Support Specialist

Who we are

We’re a small but mighty digital brand lab based in Vilnius, building self-growth tools that actually help people feel clearer, better, and more in control.

We’re now ready for our next step, building a stronger in-house support setup and sharpening our operations with better structure, tools, and smart people. That’s where you come in.

We’re looking for a Senior Customer Support Agent who thrives on ownership, clarity, and impact. You’ll work closely with our CS Team Lead and be a go-to person for the team. Think of someone who sees the bigger picture but also loves getting the details right.

Here’s what you’ll be doing

• Own and manage senior-level tasks as daily checkups, reporting, training, and more
• Monitor social media channels (Facebook, Instagram, Trustpilot) and bring structured insights from customer conversations
• Analyze trending issues, spot patterns, suggest fixes, and report to the CS Lead
• Handle sensitive or escalated cases with structure, calmness and care
• Run ticket quality checks, give feedback, and lead training sessions to keep quality high
• Build and manage smart workflows: macros, templates, canned replies, so the whole team works more efficiently
• Take initiative in process optimization
• Be the go-to person when the CS Lead is out, cause you’re their right hand

What we’re looking for

• 1.5 – 2 years of experience in Customer Support
• Hands-on experience handling a variety of case types across multiple projects
• Confident using tools like Zendesk or Intercom
• Excellent written and spoken English
• Structured thinker, not afraid to take initiative or challenge things when needed
• Strong communication skills, able to give clear, constructive feedback
• Attention to detail, quality-focused, and not afraid to get into the nitty-gritty
• Comfortable working async and remotely

Bonus points if you’ve got

• Experience with Jira, Confluence, AI tools, live chat, and help center
• Strong data sense, can spot trends and turn them into action
• Experience doing quality evaluations
• An interest in automation and optimizing customer service workflows

Here’s what we bring to the table

• Salary starting from 1700 EUR gross, with flexibility depending on experience.
• Bonuses based on quarterly and annual performance success are rewarded when we all push forward together.
• Hybrid work model 4+1 to stay connected, plus an additional 15-30 flexible workdays per year for your personal preference
• Extra vacation days earned through quarterly perks or work anniversaries
• Pet-friendly office – bring your furry friend along and make the workday more enjoyable
• Office designed by us, for us – we improve and adapt our space daily, and your crazy ideas are welcome to make it even better
• Growth opportunities – imagine a place where you work with a small and experienced founding team suggesting and testing your ideas with hundreds of thousands of customers in the global market. That’s how you grow professionally and directly contribute to the company’s culture and the future. Where will you take it?
• Team days – from a little party in town to the team’s favorite SPA days on a Friday afternoon. Get to know your colleagues up close
• Workations – from Mexico to Cyprus to Druskininkai… we’ve been places.

If this role feels like a fit, we’d love to hear from you! We’ll reach out to selected candidates only.