Customer Support Manager

Location: Vilnius, Lithuania

About Tripadd

TripAdd is a leading travel technology company that is revolutionizing the travel industry. Our AI-powered travel ancillary product marketplace provides a wide range of products and services (e.g. lounges, airport transfers, eSIMs, flight compensation, luggage protection, flight alerts, and many more) via a single API, allowing businesses to elevate the travel experience for their customers. We are passionate about making travel more convenient, personalized, and memorable for people around the world!

Responsibilities

• Customer Assistance: Provide top-tier customer support by email and phone, ensuring timely and effective resolution of customer inquiries and issues related to our products and services.
• Team Leadership: Lead, mentor, and develop a customer support team to ensure they meet performance goals and deliver exceptional customer service.
• Vendor & Product Support: Collaborate with third-party vendors and internal teams to resolve issues related to vendor integrations and product performance within the TripAdd marketplace.
• Customer Experience Optimization: Regularly review and analyze support metrics, and gather customer feedback and insights to inform process improvements, with a focus on increasing customer satisfaction and reducing response times.
• Process Improvement: Establish and continuously refine customer support processes, ensuring that service levels, KPIs, and customer satisfaction targets are met or exceeded.
• Support Automation: Leverage Intercom to build automated workflows and improve efficiency through automated ticket routing, template responses, chatbots.
  
  

Requirements

• Excellent communication skills in English (both written and verbal).
• 1-2 years of experience in customer support management or a related role, ideally in a tech or SaaS company.
• Ability to troubleshoot and resolve complex issues in collaboration with technical teams.
• Familiarity with customer support platforms and project management tools (e.g., JIRA, Zendesk, Slack, Intercom).
• Strong organizational skills, attention to detail, and a proactive approach to problem-solving.
  
  

PLUS

• Prior experience in the travel technology industry and/or SaaS.
  
  

WE OFFER

• €2,000–3,000 gross salary depending on the experience.
• Remote work option.
• Ability to grow with a dynamic startup and work on an exciting product.
• Freedom to experiment with your ideas – we’re always open to suggestions and appreciate personal initiative.
  
  

Note: employment via individual contractor agreements with the TripAdd LLC company in the United States.

APPLY: INFO AT TRIPADD.COM