Second Line Customer Success Specialist
Vilnius
Customer Success – Oxy /
Full Time /
Hybrid
We’re a team of 500+ professionals who develop cutting-edge web data gathering solutions for thousands of the world’s best known businesses, including Fortune 500 companies.
What’s in store for you:
Plenty of career opportunities — and we’ll help you seize them with internal/external learning resources and knowledge sharing events. To make your professional growth journey smooth, you’ll have a supportive team around you, as well as access to mental and physical well-being resources.
Your day-to-day:
- Maintenance of L2 queue (tickets):
- Interacting with client cases that were forwarded to L2.
- Analysing the mentioned tickets and deciding on the best course of action.
- Making sure that the necessary tickets reach the correct stakeholders.
- Resolving technical issues for the client.
- Feedback and work with different tech stakeholders:
- Collect/identify possible areas of improvement for our products or services and communicate that information to the relevant stakeholders.
- Work with different teams to ensure that we are working as efficiently as possible.
- Acquiring and sharing knowledge:
- Work with the L2 team and other tech teams to acquire relevant information/skills to ensure that you can resolve the majority of the cases effectively.
- Maintain & improve current knowledge-sharing practices.
- Analyze and identify areas of improvement for both L1 and L2 success practices.
Your skills & experience:
- Prior experience working in Customer Support.
- Strong technical aptitude with a demonstrated ability to quickly learn new tools, seek out information independently and troubleshoot unfamiliar systems effectively.
- Adept knowledge of Customer success-related tools and processes.
- Adept knowledge of Oxylabs products and services.
- Demonstrated ability to investigate issues independently and propose solutions.
- Understanding of automated data collection and anti-bot behaviours.
Nice to have:
Salary:
- Gross salary: 1500 - 2400 EUR/month. Keep in mind that we are open to discuss a different salary based on your skills and competencies.
To support your professional growth and make you feel taken care of, we’ve put together an expansive benefit package. It covers learning, well-being, celebration, and much more — learn all about it here.
Up for the challenge? Let’s talk!
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.