Senior Customer Success Specialist at Kilo

Vilnius, Vilnius County, Lithuania -

Full Time

Start Date

Immediate

Expiry Date

23 Aug, 26

Salary

2300.0

Posted On

25 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Operations, Process Optimization, English Proficiency, Lithuanian Proficiency, Analytical Thinking, Documentation Management, Mentoring, Cross-functional Collaboration, Problem Solving, Organizational Skills, Attention To Detail, Knowledge Base Management

Industry

Professional Services

Description

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. Get ready to 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 We expect you to 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. 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. Speaking of perks: Own your wellness Stay sharp and well in your own way – 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 Every breakthrough needs a spark and our daily setup reflects that. 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 Builders never stop learning. 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 This is where ambition scales. 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.

Responsibilities

The role involves owning and improving customer support processes, guidelines, and internal documentation to ensure high-quality service. It also requires mentoring team members and collaborating with Product and Tech teams to translate customer insights into actionable improvements.