Customer Success Team Lead

Customer Success Team Lead We usually respond within a week About the team Kiloverse - the operational force behind every impactful Kilo solution — powering ventures with efficient systems, execution-driven teams, advanced tools, and deep industry expertise to launch and grow at speed. Get ready to Manage a team of customer service representatives across multiple digital and e-commerce brands, ensuring they deliver outstanding support and meet key performance indicators (KPIs) Be proactive—implement best practices and continuously improve processes Monitor and report on customer feedback to the Product Lead and Head of Customer Success, to whom you will report Oversee customer interactions across various brands, ensuring each maintains a unique voice and experience aligned with its identity Track team metrics, analyze performance trends, and generate reports to guide decision-making and strategy Turn unhappy customers into satisfied ones, and make happy customers even happier We expect you to Have 2+ years of customer service experience, with at least 1 year in a supervisory or team lead role, preferably in an e-commerce or multi-brand setting Have previous experience in customer service and team management Possess excellent time management skills (you will manage your own team and work alongside the product team) Take ownership – you will be the driver of your team’s performance! Be familiar with customer service platforms (e.g., Zendesk, Freshdesk) and tools like CRMs and analytics software Salary Gross salary range is 2400 - 3200 EUR/month. Location We have several great workspaces to choose from, including our headquarters in Vilnius and our hubs in Klaipėda and Riga. For our Vilnius office, we follow a 4 days onsite, 1 day remote hybrid model. For roles based outside Vilnius, the work arrangement -onsite, hybrid, or remote-depends on the specific position. Speaking of perks: Own your wellness Stay sharp and well in your own way – health insurance (after probation), on-site physiotherapist, office gym, and fitness classes keep you moving. Plus 7 extra days off, 3 for weddings, hybrid work, and the freedom to work 2 months from anywhere in the world. Boost your daily life Every breakthrough needs a spark and our daily setup reflects that. Pet-friendly office, fresh breakfasts, hot lunches, drawers and fridges stocked with snacks and food – for a quick bite or even a team-cooked meal together. Rooftop and cellar events keep things lively, while 10 social clubs give space to dive into passions and try new things. Add a public transport card for Vilnius and Perks.lt perks for smoother days. Shape your growth path Builders never stop learning. Coaching, mentorship, training, conferences, online courses, subscriptions, books – you’ve got a €1000 yearly budget to fuel personal or team growth. You pick the path – we’ll back you all the way. Drive global impact This is where ambition scales. Build impact across 30+ brands worldwide. Launch bold projects. Even step in as a co-founder – we reward those who push further. And if you bring in more great people, you get €1500 for every successful referral. *additional conditions apply based on your residence location. Department Customer Success Locations Vilnius Seniority Lead Team Kiloverse Employment type Full-time Vilnius