Head of Customer Support

PINECA GROUP is a leading online brand of prefabricated wooden buildings, delivering high-quality wood living solutions to thousands of customers across Europe each year. Founded in Lithuania and operating in 11 countries, we are recognised for our craftsmanship, exceptional customer care, and an extensive product portfolio ranging from compact, traditional structures to premium, upscale solutions.

With over 20 years of craftsmanship, modern design practices and a customer-centric mindset, we guide and support our clients through every stage of their project - with honesty, precision and a genuine commitment to helping them realise their vision.

WE ARE LOOKING FOR

We’re looking for a Head of Customer Support to lead and shape the next stage of customer experience at Pineca Group. You’ll take ownership of customer support and aftersales across markets, improving how we handle questions, complaints and claims while building the processes, standards and capabilities needed to support our continued growth.

This is an opportunity to make a real impact - not just manage existing operations, but identify what can be better, introduce new ways of working and build a stronger, more capable team. You’ll work closely with teams across Pineca Group to solve problems at their source and help shape a customer support function that can grow with the business. If you’re ready to take ownership, make a difference and build something better, we’d love to hear from you.

WHAT YOU’LL DO

Run a reliable service operation:

• Own the day-to-day performance of customer support and aftersales across all markets. Set and maintain clear standards for availability and response times across phone, email and chat.
• Plan capacity based on actual demand, including seasonal peaks and holiday cover, so customers are never left waiting and no one on the team is overloaded.
• Make sure every case has an owner, a clear next step and a proper resolution. Nothing gets lost in handovers between people or teams.

Resolve claims and prevent disputes:

• Own the full claims lifecycle: recording, investigation, root-cause analysis, resolution and closure.
• Resolve valid customer issues early and fairly, before they escalate into formal complaints or legal disputes.
• Recover costs where responsibility lies with suppliers, carriers or partners. Track and report on claim costs and recoveries.
• Manage escalated and legal cases together with external counsel, while building the in-house capability to handle them effectively.

Build the team and its expertise:

• Lead, coach and develop the team, giving each person clear goals, regular feedback and a clear path for growth.
• Develop specialist capabilities within the team, such as negotiation, dispute handling and quality control, rather than relying on a few generalists.
• Lead change within the team by introducing new processes and tools and ensuring they are effectively adopted.

Turn data into improvement:

• Build reliable data and reporting on service levels, claim volumes, root causes and costs.
• Work with production, logistics and sales to eliminate recurring causes of claims at the source, using quality control findings and customer feedback.
• Take improvement initiatives from idea to measurable results, and see them through to completion.

WHAT YOU’LL NEED TO SUCCEED

• Proven experience leading a customer support, aftersales or claims team.
• Hands-on experience handling complaints, claims and disputes, including legal cases and working with external lawyers.
• A track record of building scalable processes and seeing them through to completion.
• Confidence in setting, tracking and acting on service metrics.
• Fluency in both English and Lithuanian. German or French language skills would be a strong advantage.
• Calm judgement, empathy for customers, and the ability to develop and grow a team.
• Experience in quality assurance and negotiating high-value claims would be considered an advantage.

WHAT'S IN IT FOR YOU?

• Competitive salary: EUR 4,000 - 6,000 gross per month based on your skills and experience.
• Hybrid working model: work from the office Monday to Wednesday, and enjoy the flexibility to work from home the rest of the week.
• Private health insurance: additional health coverage for your well-being.
• Sports budget: yearly support for physical activities and wellness.
• Learning budget: annual allowance for training and professional development.
• Empowering culture: a work environment built on respect, autonomy, and collaboration.
• Team events: regular team-building activities and company gatherings.
• Annual team trip abroad: we celebrate our achievements with an unforgettable company trip.

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