Customer Support & Order Fulfilment Team Lead | Tesonet Accelerator product
Vilnius
Other – Business Operations - Other /
Full Time /
Hybrid
We’re a fast-growing e-commerce startup, building exciting wellness brands and scaling creative campaigns that actually perform. With multiple brands under our belt and a lean but high-performing team, we’re expanding our team and looking for a proactive and experienced Customer Support Team Lead to join our growing operations team in Vilnius. In this hands-on role, you’ll actively support day-to-day customer operations while also leading and coaching a remote team of 4–8 support specialists across multiple direct-to-consumer wellness brands. Your leadership will directly impact the quality, speed, and efficiency of our customer experience - especially across our core U.S. market.
About the Role
You’ll be responsible not only for managing team performance but also for handling escalations, improving workflows, and coordinating fulfillment operations. This is a high-impact, operational role ideal for someone who enjoys working across tools, people, and processes - not just overseeing them.
Main Responsibilities
- Team Leadership & Daily Operations
- Lead a remote team of 4–8 support reps across different time zones
- Actively handle escalations, approve refunds, and resolve customer disputes
- Schedule shifts and ensure full support coverage across channels
- Provide regular coaching, feedback, and performance oversight
- Training & Onboarding
- Support onboarding of new team members
- Maintain clear SOPs, internal documentation, and role-specific checklists
- Customer Experience & Support Quality
- Ensure fast, helpful, and consistent responses across email, chat, and social channels
- Monitor customer interactions and maintain a high-quality support standard
- Keep customer-facing documentation (FAQs, Help Center) up to date
- Fulfillment & Logistics Coordination
- Collaborate with our 3PL and warehouse partners to ensure smooth delivery and order flow
- Proactively troubleshoot fulfillment issues and delays
- Coordinate internally on stock updates, order statuses, and system improvements
- Tools & Process Optimization
- Work with tools like Re:amaze, Shopify, OpenPhone, and others
- Identify bottlenecks and implement automations or tool upgrades to reduce manual tasks
- Drive improvements in team efficiency, communication, and reporting
Core Requirements
- 1–2+ years of experience in e-commerce customer support.
- Proven experience leading a customer support team.
- Strong familiarity with Shopify and support platforms (e.g., Re:amaze, OpenPhone).
- Experience coordinating with fulfillment providers or (3PL) partners.
- Strong organizational skills and attention to detail, with the ability to manage multiple tasks.
- Fluency in Lithuanian and English.
- A proactive and problem-solving mindset and ability to stay calm under pressure.
Salary Range
- Gross Salary: 2300-3000 EUR/month
What We Offer
- Hybrid role based in Vilnius with standard business hours (no late shifts)
- Ownership and autonomy in a fast-moving environment
- Opportunity to grow as our brands scale
- Clear structure and the ability to make a real impact
- Supportive and collaborative team environment
- Employee discounts across our longevity and wellness products
