Head of Customer Success

We’re hiring a Head of Customer Support to lead our support operations in a high-growth, fast-paced DTC eCommerce business. This role is perfect for someone who thrives in dynamic environments, understands the urgency and expectations of online shoppers, and can elevate the customer experience while scaling a support function.
If you’re driven to lead high-performing teams and create seamless customer journeys, we’d love to connect.

WHAT YOU WILL DO:

• Lead Operation managers, Online reputation managers and 60+FTEs of Customer Success agents;
• Continuously assess and improve workflows to keep pace with growing order volume and evolving customer needs;
• Establish clear processes and performance metrics for team leads and agents;
• Keep track of and improve KPIs such as: SLA, Refund rate, Chargeback rate, Call quality, etc.;
• Lead the expansion of our customer service infrastructure—including live support and contact center capabilities;
• Regularly report key metrics, insights, and improvement plans.

WHAT WE EXPECT:

• Fluent communication in both English and Lithuanian;
• 3+ years experience in senior leading role and proven track record in team leadership;
• Strong understanding of the eCommerce customer mindset and urgency of issue resolution;
• Proven experience managing customer support teams in fast-paced DTC, retail, or logistics settings;
• Great skills in managing daily operations while keeping a strategic eye on growth and scale;
• Proven track record of setting performance goals, aligning teams, and improving KPIs;
• Strong leadership with data-driven decision-making.

WE OFFER:

• Salary range from 4100 Eur (Gross) according to qualifications;
  Workplace Flexibility: flexible work arrangements, including a hybrid working model;
  Well-being benefits: Enjoy the flexibility to choose between private health insurance or a wellness budget to support your overall well-being;
• Encouraging learning environment: opportunities for professional development, including a budget for books and online courses, and time for learning;
• Collaborative, dynamic & experienced team: a culture where diverse perspectives are valued and encouraged;
• Regular team building: activities to strengthen bonds with your colleagues through regular team events and outings;
• Modern offices: offices in Vilnius and Kaunas city centers (shower, kitchen, Foosball & other benefits for a comfortable working environment);
• Office Perks: weekly snack refills, bun Wednesdays to brighten your midweek, and company lunch on the last Friday of each month;
• Celebrations & Events: company-wide events and celebrations, such as results overviews,
• Christmas parties, and summer events;
• Personal Celebrations: recognition of personal milestones and celebrations, such as birthdays and anniversaries.

Can you see yourself on our team? Drop us your CV at [email protected]!