ABOUT THE POSITION

Senior Customer Support Specialist is more than just a title – it’s a front-row seat to the evolution of a brand that’s taking the world by storm. You’ll be at the heart of an extremely versatile and fast-paced environment, where new collections, campaigns, and product launches will keep you sharp and excited.

Your role: you will be responsible for delivering exceptional customer support, taking ownership of complex and escalated cases and ensuring smooth and reliable customer support operations during evening and weekend shifts. You’ll support the team and collaborate across departments to resolve issues and improve the customer experience.

WHAT YOU’LL DO

• Provide high-quality customer support via email during evening and weekend shifts (Thursday – Monday, 16:00 – 01:00)- Independently handle complex and escalated customer cases, taking ownership through resolution- Monitor queues, workload, and urgent issues, adjusting priorities to maintain smooth operations- Make informed decisions and take ownership when senior coverage is limited- Coordinate with internal teams to resolve critical issues and ensure clear shift handovers- Support the team with guidance and escalation handling when needed- Identify operational issues and recurring customer concerns, ensuring follow-up and adherence to service standards

WHAT WE’RE LOOKING FOR

• 1+ years of customer service experience in e-commerce or retail- Strong written communication (English and Lithuanian) and a customer-focused approach- Proven ability to independently handle complex and escalated customer cases- Strong prioritization, decision-making, and problem-solving skills- A proactive mindset with a strong sense of ownership and accountability- Ability to work independently and manage multiple priorities in a fast-paced environment- A track record of customer retention and process improvement- Familiarity with any CRM tool- Experience with Shopify would be a plus

SALARY: 1600 – 1800 EUR/Month GROSS