Senior Customer Success Specialist

About the Position

Senior Customer Success Specialist

Join Kiloverse as a Senior Customer Success Specialist to enhance customer support processes and drive high-quality service delivery.

About the Team

Kiloverse is the operational force that helps ventures grow - building the systems, teams, and infrastructure that turn ideas into scalable businesses. Behind every fast-growing product, there’s a group of people who think like owners, act fast, and execute with precision.

Here, you’ll find people who want to break big in their careers - working side by side with entrepreneurs and founders to build ventures that redefine the health, wellness, beauty, or travel industries.

Responsibilities

• Own and continuously improve customer support processes, guidelines, and internal procedures to ensure consistent and high-quality service delivery.
• Act as a subject-matter expert on our products, closely following updates, changes, and new features, and ensuring this knowledge is reflected in internal documentation.
• Monitor customer support performance and quality, identify gaps, recurring issues, and improvement areas, and proactively propose solutions.
• Support and mentor Customer Support team members by sharing best practices, reviewing complex cases, and helping improve problem-solving approaches.
• Collaborate closely with Product, Tech, and other internal teams by collecting insights from customer cases, translating them into actionable feedback, and ensuring smooth implementation of improvements.
• Oversee and maintain internal knowledge bases, FAQs, and training materials to ensure they are accurate, up to date, and easy to use.
• Contribute to automation, optimization, and scaling of support operations to improve efficiency and customer experience.

Requirements

• Strong written and verbal communication skills in English and Lithuanian, with the ability to clearly explain complex topics internally.
• Solid experience in customer support or customer operations, with a clear understanding of support processes, workflows, and quality standards.
• Analytical and structured thinking, with the ability to identify patterns, root causes, and long-term solutions.
• A proactive mindset and ownership attitude – you see what can be improved and take initiative to make it better.
• Experience working with customer support tools, documentation systems, and internal platforms, with a strong ability to adapt to new tools.
• Excellent organizational skills and attention to detail, especially when working with procedures, documentation, and cross-team coordination.

Salary

Gross salary range is 1800 – 2300 EUR/month.

Locations

• Vilnius, Lithuania
• Kaunas, Lithuania
• Klaipėda, Lithuania
• Riga, Latvia

Work Arrangement

Hybrid work options available.

We Offer

• Health insurance (after probation)
• On-site physiotherapist
• Office gym and fitness classes
• 7 extra days off, 3 for weddings
• Hybrid work
• Freedom to work 2 months from anywhere in the world
• Pet-friendly office
• Fresh breakfasts, hot lunches
• Stocked drawers and fridges with snacks and food
• Rooftop and cellar events
• 10 social clubs
• Public transport card for Vilnius
• Perks.lt perks

Shape Your Growth Path

• Coaching, mentorship, training, conferences, online courses, subscriptions, books
• €1100 yearly budget for personal or team growth

Drive Global Impact

• Build impact across 30+ brands worldwide
• Launch bold projects
• Opportunity to step in as a co-founder
• €1500 for every successful referral

Ready to apply?

Jump to the application form and start your journey with us.

Apply Now