Customer Support Team Lead

ABOUT BURGA From a 7m² flat with just one printer in 2015 to a global powerhouse with 4+ million customers, 12+ million products sold, and revenue of over $147 million in 2025 - BURGA is not your average brand. Our products have been spotted with some of the world’s biggest celebrities, like Taylor Swift, Cara Delevingne, Lucy Hale, Alexis Ren, and many more. We're on a mission to turn ordinary into extraordinary by transforming everyday items into style statement accessories. To keep up with our growth, we’re building a 10-million-euro manufacturing facility in Kaunas, set to produce 40,000 items daily. With unicorn ambitions and 500+ passionate humans on a mission to conquer the world, you’re joining a team that’s rewriting the rules. Oh, and we just landed a spot among Lithuania's TOP 10 most attractive employers in 2026, so the word is officially out. Curious about our day-to-day life? Take a peek at Instagram @burgainsider ABOUT THE POSITION Customer Support Team Lead at BURGA is more than just a title – it’s a front-row seat to the evolution of a brand that’s taking the world by storm. You'll be at the heart of an extremely versatile and fast-paced environment, where new collections, campaigns, and product launches will keep you sharp and excited. Your Role: As a Customer Support Team Lead, you'll drive both operational excellence and continuous improvement across our customer support function. You'll lead a team of Customer Support Specialists, own their performance and development, and use data to uncover the root causes of customer friction. Working cross-functionally with teams such as Operations, Fulfillment, and Product, you'll turn insights into scalable solutions, lead high-impact projects from idea to execution, and ensure every customer interaction reflects the exceptional experience BURGA is known for. WHAT YOU'LL DO -Analyze support data (tickets, contact reasons, CSAT, defect trends) to identify root causes of customer friction - not just symptoms -Design and implement new processes to fix those issues, in CS and cross-functionally when needed -Own dedicated CS projects from scoping through rollout and measurement -Own your team's KPIs - QA score, CSAT, efficiency, and others - and drive the actions needed to hit them -Manage, coach, and develop a team of support agents - performance, quality, growth -Turn findings into clear recommendations for leadership, backed by data WHAT WE'RE LOOKING FOR -1-2 years of experience in a management role or similar -Strong analytical and problem-solving skills - comfortable working with data to find patterns -Proven people management experience - you know how to coach, give feedback, and grow a team -Project ownership - you can take something from "here's a problem" to "here's what we shipped and here's the impact," without needing every step checked -Cross-functional comfort - you can work with other departments' priorities and constraints, not just push CS's agenda. -Clear written and verbal communication - you can explain a data-driven case simply -A bias toward action - you'd rather test a fix than write a memo about one SALARY: 2300 - 2500EUR/Month GROSS. We’re open to discussing it based on your skills and competencies. EXTRA SWEETENERS Epic Team-Buildings: Enjoy team-building activities, including our all-talked-about Summer Fest and Christmas parties. Annual Workation: Pack your laptop and join us for an epic workation that blends work and play, recharging your batteries and sparking creativity. Invest in Your Growth: Point us to any event, course, book, or mentor that will boost your skills, and we'll take care of it. Your growth is our priority. Birthday Treat: Enjoy a free day off on your birthday. Exclusive Vouchers and Free BURGA Goodies: Enjoy exclusive discounts and free BURGA products - perks of being part of our team. Health Insurance: Take care of your health and well-being by using the perk of our private health insurance (after 6 months) Extra Days off: The longer you’re with us, the more time you get to unwind - earn an extra day of vacation for every year with us. Pleasant Workplace Environment: Work in a joyful space with occasional Friday team lunches, pet-friendly offices, and regular visits to our Kaunas and Vilnius locations. Flexible Working Arrangements: Embrace a hybrid work model or take advantage of personal workations. Your work, your way. You’re just one click away from starting your dream career at BURGA.