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 customer support data to identify root causes of customer friction. -Design and implement process improvements across Customer Support and other teams. -Lead Customer Support projects from planning to implementation and impact measurement. -Own and drive your team's KPIs, including CSAT, QA, and operational efficiency. -Manage, coach, and develop a team of Customer Support Agents. -Present data-driven insights and recommendations to leadership. WHAT WE'RE LOOKING FOR -1–2 years of experience in a management or team leadership role. -Strong analytical and problem-solving skills. -Proven people management and coaching experience. -Experience leading projects from idea to implementation. -Ability to collaborate effectively across cross-functional teams. -Excellent written and verbal communication skills in both English and Lithuanian. -Proactive, hands-on mindset with a bias toward action. SALARY: 2300 - 2500EUR/Month GROSS. We’re open to discussing it based on your skills and competencies.