Customer Success Team Lead

About the role

Join Kiloverse’s fast‑growing operational team and lead a group of customer service representatives across multiple digital and e‑commerce brands. You will ensure outstanding support, drive performance, and help shape the customer experience for each brand.

Key responsibilities

• Manage a team of customer service reps, set KPIs and monitor performance.
• Implement best practices, continuously improve processes and workflows.
• Collect and report customer feedback to the Product Lead and Head of Customer Success.
• Oversee interactions across brands, maintaining each brand’s unique voice.
• Analyze team metrics, identify trends and produce reports to guide strategy.
• Turn unhappy customers into satisfied ones and enhance experiences for happy customers.

Required profile

• 2+ years of customer service experience, with at least 1 year in a supervisory or team‑lead role.
• Experience in e‑commerce or multi‑brand environments is preferred.
• Strong time‑management and ownership mindset.
• Ability to work closely with product and other cross‑functional teams.

Required skills

• Proficiency with customer service platforms such as Zendesk or Freshdesk.
• Familiarity with CRM systems and analytics software.

What we offer

• Gross salary €2,500‑€2,800 per month.
• Flexible work arrangements: hybrid model (4 days onsite, 1 remote in Vilnius; other locations offer onsite, hybrid or remote options).
• Health insurance after probation, on‑site physiotherapist, office gym and fitness classes.
• Additional 7 days off, 3 days for weddings, and the ability to work remotely for up to 2 months from anywhere.
• Pet‑friendly offices, free meals, snacks, and a vibrant social environment with clubs and events.
• Professional development through coaching, mentorship, training, conferences and online courses.