We are looking

 We’re looking for a proactive and detail-oriented Customer Support Operations Specialist to work closely with the Head of Customer Experience. This role combines operational excellence with people-focused responsibilities: supporting team management, analyzing performance data, and driving process improvements that elevate both the customer and team experience. You will also collaborate closely with the product team and play a key role in shaping the customer experience journey. This is an excellent opportunity for someone looking to accelerate their career in Customer Support.

Get ready to

• Be part of a fast-growing company and help tackle the challenges that growth brings.
• Support the Head of Customer Experience with team management, including performance monitoring;
  
• Respond to routine cases while managing and escalating high-risk ones;
  
• Support colleagues through day-to-day coaching, peer learning, and feedback;
  
• Own and optimize key support processes, ensuring efficiency and consistency;
  
• Monitor and analyze customer data (CSAT, returns, feedback, escalations) to identify trends, eliminate errors, and propose improvements;
  
• Prepare and deliver reports that highlight performance, risks, and opportunities;
  
  

We expect you to

• Have fluent English (written and spoken);
  
• Bring proven experience in Customer Service (email support and/or live chat);
  
• Demonstrate strong communication and empathy skills, with the ability to stay calm under pressure;
  
• Have excellent time management skills and the ability to juggle multiple priorities;
  
• Be confident in taking ownership, solving problems, and making decisions;
  
• Use data and insights to drive process improvements and reduce recurring mistakes;
  
• Be creative and flexible – sometimes the best solution is outside the standard playbook;
  
  

Salary

Gross salary range is 2000-2300 EUR/month.

Location

We have plenty of amazing workspaces you can choose from: our awesome headquarters in Vilnius, and super cool hubs in Kaunas, Klaipėda, and Riga!

For Vilnius: 4 days onsite, 1 flexible day remote. Meanwhile, in Kaunas: onsite, hybrid, or remote options are available depending on the role.

Speaking of perks:

• Global mission. Every day, you will build and optimize the technology that powers Moérie’s global e-commerce platform, helping thousands of customers enjoy a seamless shopping experience. If you want to shape innovative solutions at scale and see the real impact of your work, this is the place for you.
  
• Cozy office. Get ready for a fridge full of food, delicious hot lunches and balanced breakfasts, an in-house movie theater, frequent community events, an office gym, fitness classes, and so much more.
  
• Work from anywhere. Want to work completely remotely? Why not – let's do it! You will have an opportunity to work from anywhere you want for 40 working days per year.
  
• Bond with the team. Everyone needs a change of scenery to get the creative juices flowing. Pick a destination when your team needs to recharge and bond with your colleagues on teambuilding trips or activities.
  
• Career growth. We have 30+ different brands under our umbrella, which means you can craft your career the way you see fit. Learn new skills, take on leadership roles, or specialize in any area you want.
  
• Self-care days. In addition to your regular vacation days, you can take 7 extra days off to recharge. Take them when you need them, no questions asked. A healthy, happy, and rested you is the goal.
  
• Private health insurance. After 3 months at Kilo Health, you can choose a plan from the company’s private health insurance. All your extra health and wellness needs are on us.
  
• Personal support. We know everyone needs different things. So expect 3 extra days off to prepare for your wedding, a care basket when you get sick, or other ways that will make you feel appreciated.
  
• Growth mindset. Explore endless learning opportunities and reach your maximum potential with the help of Kilo Luniversity & Kilo Academy: acquire knowledge from our top experts, schedule a 1-on-1 mentorship session, enroll in a course, go to conferences, or simply borrow a book from our extensive library!
  
• Relaxed culture. Get ready to roll in our easy-going, inclusive atmosphere with laid-back communication. We keep it casual – so simply be yourself.
  
• Transportation Budget. Benefit from a €60 monthly Bolt budget for convenient and comfortable transport.
  
• Extra Day Off for Women. We provide an additional day off each month for women during their menstrual cycle, acknowledging the need for rest and self-care.
  
• Complimentary Moerie Products. Enjoy Moerie products for free!
  
• VIP lounge access. Take advantage of exclusive access to the Twinsbet Arena VIP lounge for all events.