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About the role
Key responsibilities & impact- Own and continuously improve the Customer Support operating system, including workflows, processes, and ways of working
- Design and implement scalable structures across ticketing, routing, tagging, escalation flows, automation, and internal documentation
- Build and evolve the QA framework, defining quality standards, scorecards, calibration processes, and turning insights into improvements
- Improve onboarding and enablement by creating structured, repeatable programs and supporting ongoing coaching with Team Leads
- Own CS tooling and system usage, optimizing setup, eliminating inefficiencies, and ensuring tools support scale
- Partner with the Director of CX on data and reporting, improving data structure, reporting quality, and translating insights into action
- Drive process clarity, consistency, and operational excellence across the Customer Support function
Requirements
What you’ll need- 3–5+ years of experience in Customer Support Operations, QA, or a similar role, with a proven track record of improving systems and processes
- Experience in a leadership or ownership capacity, driving cross-team initiatives and operational change
- Strong hands-on expertise with CS tools (e.g., ticketing systems, automation, QA tools), including configuration, routing, tagging, and workflows
- Ability to design QA frameworks, reporting structures, and maintain clear process documentation
- Structured, execution-focused mindset with the ability to bring clarity to complex, fast-moving environments
- Strong collaboration skills and experience working closely with CX/CS leadership and cross-functional teams
- Fluent in Lithuanian and English
Benefits
Comp & perks- Epic Team-Buildings: Enjoy team-building activities, including our all-talked-about 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 brunches, 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Support OperationsQuality Assurance (QA)Process ImprovementData ReportingWorkflow DesignAutomationOnboarding ProgramsProcess DocumentationScalable StructuresCross-team Initiatives
Soft Skills
LeadershipCollaborationExecution-focused MindsetClarity in Complex EnvironmentsCoachingOperational ExcellenceCommunicationProblem SolvingAdaptabilityStrategic Thinking