Senior Customer Support Specialist

About the Position

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.

We are looking for a Senior Customer Support Specialist to join our team in Kaunas.

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.
• Handle escalated or complex cases when needed, focusing on root-cause analysis rather than volume-based ticket resolution.
• 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.
• A collaborative approach and confidence working with multiple stakeholders across different departments.

Salary

Gross salary range is 1800 – 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.

We Offer

• Own your wellness: Health insurance (after probation), on-site physiotherapist, office gym, and fitness classes keep you moving. Plus 7 extra days off, 3 for weddings, hybrid work, and the freedom to work 2 months from anywhere in the world.
• Boost your daily life: Pet-friendly office, fresh breakfasts, hot lunches, drawers and fridges stocked with snacks and food – for a quick bite or even a team-cooked meal together. Rooftop and cellar events keep things lively, while 10 social clubs give space to dive into passions and try new things. Add a public transport card for Vilnius and Perks.lt perks for smoother days.
• Shape your growth path: Coaching, mentorship, training, conferences, online courses, subscriptions, books – you’ve got a €1100 yearly budget to fuel personal or team growth. You pick the path – we’ll back you all the way.
• Drive global impact: Build impact across 30+ brands worldwide. Launch bold projects. Even step in as a co-founder – we reward those who push further. And if you bring in more great people, you get €1500 for every successful referral.

Additional conditions apply based on your residence location.

About the Company

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.

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