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.