{"id":1951929,"url":"https://alion.io/job/pineca-group-head-of-customer-support","title":"Head of Customer Support","company":{"id":689209,"name":"Pineca Group","domain":"pinecagroup.com","url":"https://alion.io/company/pinecagroup","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Early Careers","role_family":"Early Careers","seniority":"head","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vilnius, Lithuania"],"countries":["LT"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":4000,"max":6000,"currency":"EUR","period":"month","gross":true,"usd_annual":80868},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-06T08:03:30Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-30T05:37:35Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"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.\nWith 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.\nWE ARE LOOKING FOR\nWe’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.\nThis 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.\nWHAT YOU’LL DO\nRun a reliable service operation:\nOwn 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.\nPlan 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.\nMake sure every case has an owner, a clear next step and a proper resolution. Nothing gets lost in handovers between people or teams.\nResolve claims and prevent disputes:\nOwn the full claims lifecycle: recording, investigation, root-cause analysis, resolution and closure.\nResolve valid customer issues early and fairly, before they escalate into formal complaints or legal disputes.\nRecover costs where responsibility lies with suppliers, carriers or partners. Track and report on claim costs and recoveries.\nManage escalated and legal cases together with external counsel, while building the in-house capability to handle them effectively.\nBuild the team and its expertise:\nLead, coach and develop the team, giving each person clear goals, regular feedback and a clear path for growth.\nDevelop specialist capabilities within the team, such as negotiation, dispute handling and quality control, rather than relying on a few generalists.\nLead change within the team by introducing new processes and tools and ensuring they are effectively adopted.\nTurn data into improvement:\nBuild reliable data and reporting on service levels, claim volumes, root causes and costs.\nWork with production, logistics and sales to eliminate recurring causes of claims at the source, using quality control findings and customer feedback.\nTake improvement initiatives from idea to measurable results, and see them through to completion.\nWHAT YOU’LL NEED TO SUCCEED\nProven experience leading a customer support, aftersales or claims team.\nHands-on experience handling complaints, claims and disputes, including legal cases and working with external lawyers.\nA track record of building scalable processes and seeing them through to completion.\nConfidence in setting, tracking and acting on service metrics.\nFluency in both English and Lithuanian. German or French language skills would be a strong advantage.\nCalm judgement, empathy for customers, and the ability to develop and grow a team.\nExperience in quality assurance and negotiating high-value claims would be considered an advantage.\nWHAT'S IN IT FOR YOU?\nCompetitive salary: EUR 4,000 - 6,000 gross per month based on your skills and experience.\nHybrid working model: work from the office Monday to Wednesday, and enjoy the flexibility to work from home the rest of the week.\nPrivate health insurance: additional health coverage for your well-being.\nSports budget: yearly support for physical activities and wellness.\nLearning budget: annual allowance for training and professional development.\nEmpowering culture: a work environment built on respect, autonomy, and collaboration.\nTeam events: regular team-building activities and company gatherings.\nAnnual team trip abroad: we celebrate our achievements with an unforgettable company trip.\nCheck Out All Our Open Roles\nFor more information on how we process your data, please review our Candidate Privacy Notice.","description_format":"text","description_chars":4766,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":true},{"language":"German","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Health insurance","Hybrid work","Professional development"],"hiring_locations":[{"name":"Lithuania","iso":"LT","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Wood Products & Furniture","Garden & Outdoor Living"],"lifecycle":[{"event":"open","at":"2026-10-06T10:23:57Z"}],"visa":[],"liveness":{"score":75,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.831,"p_room":0.9,"age_days":23,"expected_fill_days":44,"reasons":["conf:0","win:mid"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":80868,"is_top_pay":false},"html_url":"https://alion.io/job/pineca-group-head-of-customer-support","json_url":"https://alion.io/job/pineca-group-head-of-customer-support.json","meta":{"generated_at":"2026-10-30T09:57:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14295,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":689209},"rest":"https://alion.io/mcp/rest/get_company?id=689209"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpineca-group-head-of-customer-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpineca-group-head-of-customer-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpineca-group-head-of-customer-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pineca-group-head-of-customer-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpineca-group-head-of-customer-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1951929}},{"tool":"search_jobs","arguments":{"company":"pinecagroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1951929},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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