Support Team Lead
Billo is the #1 platform for creator-produced short-form video ads for Meta and TikTok. As we continue to grow, we are seeking a Customer Support Team Lead to join our team and drive exceptional customer support experiences while optimizing our processes.
Who are we?
- Official Meta and TikTok Creative Exchange partner
- A maturing startup with solid fundamentals operating in a dynamic US market
- Our primary goal is solidifying Product-Market Fit by unlocking customer potential and connecting them meaningfully with our creator community.
What will you do?
- Lead and Develop the Support Team: Hire, train, and mentor a high-performing customer support team
- Automate Processes: Streamline and productize key support processes to reduce issue rates and increase efficiency
- Monitor and Resolve Issues: Identify recurring problems and collaborate with cross-functional teams to develop lasting solutions
- Improve Key Metrics: Manage and improve performance metrics like response times, resolution rates, CSAT, and first-touch resolutions
- Conversation Flow Optimization: Build and enhance chatbot conversation flows to engage, convert, and support customers effectively
- Quality Control: Review customer transcripts and ensure bot accuracy by refining conversation designs to address identified gaps.
What are we looking for?
- Leadership: You have experience building and scaling a successful customer support team
- Problem Solver: You’re passionate about identifying recurring issues and collaborating with product teams to remove them
- Process Improvement: You excel at automating and improving support workflows for efficiency and better customer outcomes
- Customer-Centric: Delivering a great customer experience is at the heart of what you do
- Technical Aptitude: You’re comfortable working with support software like Intercom and analytics tools
- Data-Driven: You use metrics to make informed decisions and continuously improve performance
- Collaborative: You can work well with product, engineering, business teams, and customers to build strong, productive relationships.
What we offer:
- A role in one of the fastest-growing startups in Lithuania
- Salary range: 2,450 – 3,500 EUR GROSS
- Hybrid working option with a cozy office in Vilnius
- Freedom to innovate and implement strategies that enhance customer support
- Full-time position with opportunities for growth.
How to apply:
If this sounds like you, we’d love to hear from you! Send your LinkedIn URL or CV to:
DeimantÄ— GalginaitÄ—, Head of Retention, [email protected]
Additionally, please include brief answers to the following questions:
- What does excellent customer support mean to you?
- How do you motivate and develop your team to perform at their best, especially when handling difficult situations or customers?
We look forward to hearing from you!
Note: applications received in any other way will not be considered.