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Customer Support Team Lead

Remote:

Hybrid

Contract:

Full time

Experience:

Junior (1-2 years)

Work from:

Vilnius (LT)

Offer summary

Qualifications:

1+ years in customer service management, Fluency in English and Lithuanian, Passion for technology with technical knowledge, Strong analytical and spreadsheet skills, Data-driven decision making.

Key responsabilities:

Manage team performance, hiring, and support
Track KPIs like customer satisfaction and response times
Prioritize well-being and task delegation
Build relationships with stakeholders for collaboration

Bolt Fintech: Finance + Technology Unicorn https://bolt.eu/

1001 - 5000 Employees

HQ: Tallinn

See more Bolt offers

Job description

<gh-intro>
<text>

We are looking for an experienced Team Lead to join our Customer Support team who will play a vital role in actively reducing customer friction in the Rides vertical while managing the support teams for the Lithuanian market.

Please note that this is a full-time permanent employment opportunity. The monthly gross salary for this role ranges from 2167€ to 3250€ and will depend on your skills, knowledge, and experience.

</text>
</gh-intro>

<gh-about-us>
<title>About us</title>

<text>

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, national origin, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission!

</text>

</gh-about-us>

<gh-role-detail>

<title>About the role</title>

<text>

As a Customer Support Team Lead, you will manage the performance of the team, while ensuring that customer support KPIs and targets are met. You will also manage to ensure a positive customer experience and make it easy for all Bolt users regardless of their location.

Are you after a high-impact role in a fast-growing organization where you can build from scratch and scale both yourself and the business? Then this one might be for you.

</text>
</gh-role-detail>

<gh-responsibilities>

<title>Main tasks and responsibilities:</title>

<point>Ensuring your team of specialists are engaged and capable – they are your primary accountability. This means great hiring, onboarding, coaching, and support using our internal leadership principles as your guide.</point>
<point>Market health – tracking your forecast accuracy, arrival patterns, and schedules and adjusting to ensure we are managing customer demand. You will own your market KPIs, including response and resolution times, customer satisfaction, or contact rates.</point>
<point>Engagement – looking after your well-being by prioritizing effectively, sometimes stopping, delegating, or moving tasks into your backlog.</point>
<point>Stakeholder engagement – building meaningful relationships and communication flow with all your stakeholders within and outside of our department to maintain a culture of collaboration.</point>

</bulletpoints>
</gh-responsibilities>

<gh-requirements>

<title>About you:</title>

<point>You have 1+ years of experience in a customer service management or general management role</point>
<point>You are fluent in English, and Lithuanian. Russian language is a plus</point>
<point>You have a passion for technology and improving overall product quality, complemented by solid technical knowledge.</point>
<point>You have rock-solid analytical and spreadsheet skills (Excel or Google Sheets), also strong attention to deadlines and details</point>
<point>You are incredibly data-driven – hypotheses are validated with data and several data points are used to support decision-making</point>
<point>You have a strong customer focus with proven problem-solving, teamwork, flexibility, planning, and decision-making success. Clear and concise, written and verbal communication.</point>

</bulletpoints>
<text>

Experience is great, but we also look for drive, intelligence, and integrity. So, even if you don’t tick every box, please consider applying!
</text>
</gh-requirements>

<gh-perks>

<point>Play a direct role in shaping the future of mobility.</point>
<point>Impact millions of customers and partners in 600+ cities across 50+ countries.</point>
<point>Work in fast-moving autonomous teams with some of the smartest people in the world.</point>
<point>Accelerate your professional growth with unique career opportunities.</point>
<point>Get a rewarding salary and stock option package that lets you focus on doing your best work.</point>
<point>Enjoy the flexibility of working in a hybrid mode with a minimum of 2 days in the office each week to foster strong connections and teamwork.</point>
<point>Take care of your physical and mental health with our wellness perks.</point>

</bulletpoints>
<text>*Some perks may differ depending on your location and role.</text>
</gh-perks>

#LI-Hybrid