Senior Customer Support Specialist

Job description

**ABOUT BURGA** From a 7m² flat with just one printer in 2015 to a global powerhouse with 4+ million customers, 12+ million products sold, and revenue of over $147 million in 2025 - BURGA is not your average brand. Our products have been spotted with some of the world’s biggest celebrities, like Taylor Swift, Cara Delevingne, Lucy Hale, Alexis Ren, and many more. We're on a mission to turn ordinary into extraordinary by transforming everyday items into style statement accessories. To keep up with our growth, we’re building a 10-million-euro manufacturing facility in Kaunas, set to produce 40,000 items daily. With unicorn ambitions and 500+ passionate humans on a mission to conquer the world, you’re joining a team that’s rewriting the rules. Oh, and we just landed a spot among Lithuania's TOP 10 most attractive employers in 2026, so the word is officially out. Curious about our day-to-day life? Take a peek on Instagram [@burgainsider](https://www.instagram.com/burgainsider/?hl=en) **ABOUT THE POSITION** **Senior Customer Support Specialist** at BURGA 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 **EXTRA SWEETENERS** Epic Team-Buildings: Enjoy team-building activities, including our all-talked-about Christmas parties. Annual Workation: Pack your laptop and join us for an epic workation that blends work and play, recharging your batteries and sparking creativity. Invest in Your Growth: Every team member receives an annual 650 EUR learning & development budget to spend on courses, conferences, books, certifications, coaching, or team training. Your growth is our priority. Birthday Treat: Enjoy a free day off on your birthday. Exclusive Vouchers and Free BURGA Goodies: Enjoy exclusive discounts and free BURGA products - perks of being part of our team. Health Insurance: Take care of your health and well-being by using the perk of our private health insurance (after 6 months). Extra Days off: The longer you’re with us, the more time you get to unwind - earn an extra day of vacation for every year with us. Pleasant Workplace Environment: Work in a joyful space with occasional Friday brunches, pet-friendly offices, and regular visits to our Kaunas and Vilnius locations. Flexible Working Arrangements: Embrace a hybrid work model or take advantage of personal workations. You’re just one click away from starting your dream career at BURGA. \*\*\*