Director of Customer Experience 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 400+ passionate humans on a mission to conquer the world, you’re joining a team that’s rewriting the rules. ABOUT THE POSITION Director of Customer Experience at BURGA is more than just a title – it’s a front-row seat to shaping how millions of customers experience a fast-scaling global brand. You’ll operate at the center of a highly dynamic environment, where growth, new markets, and increasing complexity demand strong ownership and clear decision-making. Your Role: You will own and streamline the end-to-end customer experience across the company. This role exists to identify what breaks the experience today, prevent the same issues tomorrow, and ensure customer satisfaction and loyalty scale together with the business. You will work closely with senior leaders and teams across the organization to turn customer insights into real, measurable improvements. WHAT YOU’LL DO - Lead the Customer Support department and scale its functions. - Own the company-wide customer experience strategy and ensure it is embedded across all departments. - Set experience-related metrics, track progress, and highlight risks to shape company-wide priorities and decisions. - Lead high-impact Customer Experience initiatives and long-term improvement projects. - Increase customer satisfaction, retention, and long-term brand loyalty. - Identify systemic problem areas and drive solutions end-to-end. - Turn customer feedback, reviews, and support data into clear improvement priorities. - Work closely with senior stakeholders and business leaders to align strategy and execution. - Set standards for how customer-facing issues are handled company-wide. - Improve customer support processes, tools, channels, and automation. - Ensure accurate and effective customer communication across all communication channels. - Ensure customer experience scales smoothly with growth and new market launches. WHAT WE’RE LOOKING FOR - 5+ years of experience leading Customer Support departments in fast-paced companies with a focus on Customer Experience. - Background in scaled environments with high ticket volumes and operational complexity. - Proven ability to lead cross-functional initiatives and push change through the organization. - Strong ownership mindset and comfort taking responsibility beyond direct scope. - Ability to prioritize problems based on customer impact and business value. - Strong analytical skills combined with a proactive approach. - High empathy for customers and teams, paired with a hands-on, action-oriented approach. - A passion for building meaningful customer experiences. - A track record of driving tangible improvements in customer satisfaction and loyalty. SALARY: 5000 - 6500 EUR/Month GROSS. We’re open to discussing it based on your skills and competencies. EXTRA SWEETENERS Epic Team-Buildings: Enjoy team-building activities, including our all-talked-about Summer Fest and 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 lunches, 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.