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Head of Customer Support

Permanent employee, Full-time · Vilnius, Kaunas
5,500 € per month
Your mission

  • Customer Service Leadership & Performance: Manage a large outsourced team (50+ agents) and team leads, ensuring KPIs like ticket backlog, response time, and customer satisfaction are met. Set goals, conduct reviews, coach, and support continuous improvement. Collaborate with QA for consistent service. 

  • Operational Efficiency: Maintain Zendesk workflows and automations for ticket routing, escalation, and resolution. Ensure fast, accurate responses, prevent backlog, and improve overall processes. Manage help centers and knowledge bases for clarity and accessibility. 

  • Refunds, Disputes & Fulfillment: Supervise refund processes to reduce unnecessary returns. Support dispute resolution to lower chargebacks. Oversee order fulfillment, ensuring timely processing, delivery, and good communication with support teams. 

  • Reporting & Strategy: Track ticket volume, resolution rates, and customer satisfaction. Prepare reports for leadership, identify trends, and suggest improvements. Collaborate with product, logistics, and risk teams to align support with company goals.


Your profile

  • Proven experience managing large-scale, outsourced customer service teams, with a focus on KPIs and customer satisfaction.

  • Strong proficiency in Zendesk, help center management, and automations; familiarity with dispute and fulfillment processes is a plus.

  • Excellent operational skills — maintaining ticket queues without backlog, ensuring quick reply times, and consistent agent productivity.

  • Data-driven mindset — tracking, analyzing, and optimizing key metrics to continuously improve support quality and efficiency.

  • Process-oriented — capable of designing and improving workflows and automations to streamline support operations.

  • Leadership and coaching skills — managing performance, motivating teams, and fostering a results-oriented culture.

  • Advanced technical understanding of Zendesk configurations, automations, and integrations.

  • Strong strategic thinking — analyzing customer support trends and aligning support strategies with wider company objectives.

  • Excellent communication skills — leading, collaborating, and ensuring clarity across departments.

  • Flexible and proactive — able to adjust quickly to new challenges, evolving priorities, and diverse customer needs.

Why us?

  • Seize Your Opportunity: Play a pivotal role in a critical area of our business, with the autonomy to influence and innovate.

  • Invest in Your Growth: Enjoy a generous monthly budget dedicated to expanding your skills and knowledge, ensuring that you remain at the forefront of your field.

  • Effortless Commuting: Benefit from a €150 monthly BOLT budget to make your daily commute smooth and stress-free.

  • Inspiring Workspace: Our modern office, situated in the vibrant heart of Vilnius, is designed to enhance creativity and comfort.

  • Embrace Flexibility: We recognize the importance of work-life balance, allowing you the freedom to choose when and where you work best.

  • Career Advancement: We provide a transparent path for career progression, consistently recognizing and rewarding your hard work and achievements.

  • Collaborative Culture: Join a talented, friendly team of passionate professionals who support and inspire one another.

  • Engaging Activities: Participate in team trips, workations, and a variety of fun activities that foster camaraderie and enjoyment.

  • Competitive Salary: A gross monthly salary starting from 5500 gross, depending on your skills and experience.

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About us

Adtractive is an experienced team of professionals specialising in e-commerce driven by digital performance marketing. We offer top-tier infrastructure solutions for our specialists and attract leading talents in the field, fostering a unique and inspiring environment. We research and test new solutions as we work on our premier projects, all while balancing our time to learn and take proper rest in between.

Our headquarters are located in the most modern office at Vilniaus g. 18. We tend to stay niche and low profile as a company, so very little is visible from the outside; therefore, what you find might highly surprise you.


 
 
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