Customer Support Operations Lead at burga

ABOUT BURGA From a 7m² flat with just one printer in 2015 to a global powerhouse with 3+ million customers, 10+ million products sold, and revenue of over 130 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. Curious about our day-to-day life? Take a peek on Instagram @burgainsider ABOUT THE POSITION Customer Support Operations 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: We’re looking for a Customer Support Operations Lead to rebuild and scale our Customer Support operations. In this role, you’ll own systems, processes, and quality frameworks, bringing structure to a fast-moving environment and ensuring consistent, efficient, and scalable delivery of support.  WHAT YOU’LL DO - 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 WHAT WE’RE LOOKING FOR - 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 SALARY: 3700 - 4200 Eur/Month GROSS EXTRA SWEETENERS 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.   You’re just one click away from starting your dream career at BURGA.