Support Lead (Customer Support)

Responsibilities Lead, coach, and coordinate a remote support team of 5 Build and continuously improve support procedures, SOPs, and escalation paths Own and update the knowledge base and internal documentation Monitor quality, KPIs, and team performance; run regular feedback and training Handle escalations and coordinate with Product/Engineering on recurring issues Ensure consistent customer experience across all support channels (email, Teams, Telegram, Slack) Requirements 2–3+ years in customer support Leadership or mentoring experience with support agents Experience managing remote teams or distributed workflows Strong process and documentation skills (SOPs, playbooks, KB) Fluent English and Russian or Ukrainian (spoken and written) Confident with support and collaboration tools (email, Teams, Slack, Telegram) Nice to have Experience in B2B/SaaS or tech support Experience with QA, training, or onboarding programs Familiarity with analytics dashboards and KPI reporting Company offers: Employment contract: 3300 - 3500 EUR/month (gross). On-site work in Vilnius (with possibility for partial remote work after trial period). Collaborative and inclusive team culture. Modern office and infrastructure. If needed, they provide a parking space. Unlimited access to coffee, fresh fruit is delivered to the office weekly. Team-building activities. Recruitment Process: CV Screening: Applications are reviewed within 24 hours. Pre-Screening Interview: A brief Q/A session ( Automated or with a Recruiter ) designed to learn more about your experience related to the required job position. Automated Session (Recommended) – You can complete this session on your own at a time that is convenient for you. The questions and follow-ups are well-structured and designed to highlight your experience and provide detailed insights into your background. This option is recommended because it's usually more detailed and allows us to provide feedback from the hiring manager faster. Session with a Recruiter – You can also have the session with a recruiter. The questions are the same, but the discussion may be a bit less detailed, and feedback might take a little longer. Shortlisting: Qualified candidates are presented to the hiring manager for review. Formal Interviews: On-site discussions with the hiring manager or project team, with feedback provided within 1-2 weeks. Offer and Onboarding: Successful candidates receive a formal offer and begin a structured onboarding process. Information about the processing of your personal data is provided in our Privacy Policy, which is available online a Privacy Policy