Customer Support Team Lead at ovoko

WHO WE ARE   Ovoko is transforming Europe’s €30B+ used car parts market - a massive, fragmented industry still largely offline. We connect 6,000+ 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 35 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. IN THIS ROLE, YOU WILL • Lead & Manage: 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). • Drive Performance: Ensure each specialist and the team as a whole consistently hit the required ticket-solving targets and volume averages. • Coach for Quality: 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. • Metric Ownership: Own and report on team KPIs, identify trends in customer friction to provide feedback to the Product team(s). • Handle Escalations & Crises: Take the lead on resolving tough cases, managing high-level escalations, handling crisis situations in a Marketplace environment. • Optimize Operations: Manage day-to-day resource allocation and team absences. Identify areas for process improvement, streamline operations, and boost efficiency. • Foster Culture: Conduct regular team meetings to communicate goals, monitor team morale, and build a positive, inclusive environment. • Collaborate: Actively participate in and contribute to cross-functional projects and initiatives vital for the overall Customer Experience (CX) department's success and well-being. • Proactiveness: 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 • Experience: ~2 years of proven experience in a customer support/success leadership role, accustomed to managing a team size of 10-15 people. • Technical Proficiency: Hands-on experience and solid proficiency in using Zendesk and Looker. • Environment Fit: Previous experience working in startups, fast-paced organizations, or marketplace companies is a significant advantage. • Leadership Style: An inspiring leader with strong initiative, a "startup mentality," and the ability to work independently with minimal supervision. • Problem Solver: Demonstrated ability to make fast decisions, handle high-pressure situations, and effectively manage customer escalations. • Data-Driven: Capable of analyzing customer support metrics and translating them into actionable coaching and development plans. • Communication: Fluency in written and spoken Lithuanian & English. SALARY The proposed salary bracket for this position is €3 000 – €4 000 gross per month, depending on your experience and qualifications. PERKS AND BENEFITS   • Learning budget for your personal and professional growth • Private health insurance • Employee stock option plan • Close collaboration with ambitious colleagues & a real opportunity to shape the “big picture” • Flexible working hours and a hybrid work model • Pet-friendly office with collaborative spaces, chill zones, our own gym & a kitchen full of snacks and drinks • Ovoko covers the cost of a monthly public trasnport ticket for all our employees   Discover all our perks by visiting our website: [Upgrade to PRO to see link]