Customer Support Team Lead

About the role

We are seeking a Customer Support Team Lead to own and evolve our AI‑driven support function at 360 Mind in Vilnius. The role combines people management, process optimisation and automation to create a self‑sustaining support operation.

Key responsibilities

• Own and improve AI‑driven support setup, maintain, test and optimise Octocom flows.
• Identify repetitive tasks and implement automation to replace manual processes.
• Manage outsourced support team, conduct performance reviews, 1:1s and ensure quality.
• Analyse weekly support metrics, detect trends, and translate insights into process improvements.
• Intervene in complex customer cases requiring judgement or personal touch.
• Collaborate with Product and Webutation to feed customer insights into product planning.
• Resolve ad‑hoc operational issues such as customer segmentation and refund orchestration.
• Continuously streamline the support function to increase speed and autonomy.

Required profile

• Proven experience leading customer support operations or teams.
• Hands‑on experience with AI, automation or automated support workflows.
• Ability to translate manual processes into automated solutions.
• Strong data‑driven mindset, comfortable working with support metrics.
• Proactive decision‑maker who can own the support function end‑to‑end.
• Detail‑oriented, especially when handling refunds, cancellations and customer‑impacting processes.
• Trustworthy with responsibility for customer‑facing outcomes.
• Comfortable coordinating outsourced agents and internal product/operations teams.

What we offer

• Salary starting from €3,300 gross per month, plus uncapped performance‑based bonus.
• Real growth opportunities working closely with the founding team and a global customer base.
• Hybrid work model: 4 days onsite, 1 flexible day plus 15‑30 additional flexible days per year.
• Extra vacation days earned through quarterly perks and work anniversaries.
• Pet‑friendly office and a workspace designed for employee creativity.
• Regular team days, workations and social events ranging from city nights to forest cabins.