Customer Support Manager
Location: Vilnius, Lithuania
ABOUT TRIPADD
TripAdd is a leading travel technology company that is revolutionizing the travel industry. Our AI-powered travel ancillary product marketplace provides a wide range of products and services (e.g. lounges, airport transfers, eSIMs, flight compensation, luggage protection, flight alerts, and many more) via a single API, allowing businesses to elevate the travel experience for their customers. We are passionate about making travel more convenient, personalized, and memorable for people around the world!
RESPONSIBILITIES
Customer Assistance: Provide top-tier customer support by email and phone, ensuring timely and effective resolution of customer inquiries and issues related to our products and services.
Team Leadership: Lead, mentor, and develop a customer support team to ensure they meet performance goals and deliver exceptional customer service.
Vendor & Product Support: Collaborate with third-party vendors and internal teams to resolve issues related to vendor integrations and product performance within the TripAdd marketplace.
Customer Experience Optimization: Regularly review and analyze support metrics, and gather customer feedback and insights to inform process improvements, with a focus on increasing customer satisfaction and reducing response times.
Process Improvement: Establish and continuously refine customer support processes, ensuring that service levels, KPIs, and customer satisfaction targets are met or exceeded.
Support Automation: Leverage Intercom to build automated workflows and improve efficiency through automated ticket routing, template responses, chatbots.
REQUIREMENTS
Excellent communication skills in English (both written and verbal).
1-2 years of experience in customer support management or a related role, ideally in a tech or SaaS company.
Ability to troubleshoot and resolve complex issues in collaboration with technical teams.
Familiarity with customer support platforms and project management tools (e.g., JIRA, Zendesk, Slack, Intercom).
Strong organizational skills, attention to detail, and a proactive approach to problem-solving.
PLUS
Prior experience in the travel technology industry and/or SaaS.
WE OFFER
€2,000–3,000 gross salary depending on the experience.
Remote work option.
Ability to grow with a dynamic startup and work on an exciting product.
Freedom to experiment with your ideas – we’re always open to suggestions and appreciate personal initiative.
Note: employment via individual contractor agreements with the TripAdd LLC company in the United States.