Customer Support Team Lead

WHO WE ARE

 

Ovoko is transforming Europe’s €30B+ used car parts market - a massive, fragmented industry still largely offline. We connect 7,000+ scrapyard owners, car parts sellers and dismantlers with millions of buyers through our marketplace, SaaS and logistics platform, making it effortless to trade parts across borders. With over 42 million parts listed, we’ve grown into one of Europe’s fastest-scaling e-commerce companies, but the real opportunity lies ahead, as we build a real category-defining platform worldwide.

ABOUT THE ROLE

 

As a Customer Support Team Lead, you will be responsible for leading and managing a team of 10-15 customer support specialists to ensure great customer service and satisfaction. You will oversee day-to-day operations, provide guidance and coaching to team members, and collaborate with other colleagues and teams to improve processes and enhance the overall customer experience. We highly value initiative, swift decision-making, a startup mentality, and the ability to work independently with minimal supervision.

\nIN THIS ROLE, YOU WILL

• Oversee and day to day manage a team of 10-15 customer support specialists, conducting 1-on-1 meetings, and managing the full employee lifecycle (including hiring, onboarding, and offboarding) and growth (career path).

• Ensure each specialist and the team as a whole consistently hit the required ticket-solving targets and volume averages.

• Provide continuous qualitative coaching to ensure the team learns from mistakes (based on own observations as well as agents’ QA results) and consistently improves Customer Satisfaction (CSAT) scores.

• Own and report on team KPIs, identify trends in customer friction to provide feedback to the Product team(s).

• Take the lead on resolving tough cases, managing high-level escalations, handling crisis situations in a Marketplace environment.

• Manage day-to-day resource allocation and team absences. Identify areas for process improvement, streamline operations, and boost efficiency.

• Conduct regular team meetings to communicate goals, monitor team morale, and build a positive, inclusive environment.

• Actively participate in and contribute to cross-functional projects and initiatives vital for the overall Customer Experience (CX) department's success and well-being.

• Identify and resolve process bottlenecks or recurring friction points before they escalate, using your initiative and "startup mentality" to streamline and enhance the marketplace customer experience with minimal supervision.

WHAT WE'RE LOOKING FOR

• ~2 years of proven experience in a customer support/success leadership role, accustomed to managing a team size of 10-15 people.

• Hands-on experience and solid proficiency in using Zendesk and Looker.

• Previous experience working in startups, fast-paced organizations, or marketplace companies is a significant advantage.

• An inspiring leader with strong initiative, a "startup mentality," and the ability to work independently with minimal supervision.

• Demonstrated ability to make fast decisions, handle high-pressure situations, and effectively manage customer escalations.

• Capable of analyzing customer support metrics and translating them into actionable coaching and development plans.

• Fluency in written and spoken Lithuanian & English.

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SALARY

 

The offered salary range for this position 3000-4000€ (gross) per month. Please keep in mind that we are also open to discuss your salary expectations based on your competencies and experience.

WHAT WE OFFER

 

• Private health insurance

• Employee stock option plan (ESOP)
• Learning budget for your personal and professional growth
• Commuting perks (covered parking or public transport to choose from)
• Everyday snacks and drinks
• Onsite gym
• Top-notch hardware and software (MacOS or Windows to choose from)
• The opportunity to work from anywhere up to 30 days per year
• Employee referral program

 

Discover all our perks by visiting our website: https://about.ovoko.com/career/#perks