Customer Support Lead

Location
Vilnius / Kaunas, Lithuania
Department
Mission Control and Customer Support
Type
Full-time

At Kongsberg NanoAvionics, we are continuously expanding our customer portfolio, operational missions, and service offerings. To support this growth, we are establishing a dedicated Customer Support function and are looking for a Customer Support Lead to help shape and drive it. You will join the Subsystems & Services Program Area and work closely with Project Managers, System Engineers, AIT specialists, Mission Control teams, and customers across the globe. This role offers a unique opportunity to build support processes, improve service delivery, and become the central point of coordination between customers and internal teams. As Customer Support Lead, you will play a key role in ensuring high-quality customer experience, effective incident management, SLA compliance, and support service scalability as NanoAvionics continues to grow.

As Customer Support Lead, you will:

Define, implement and own the Customer Support function at NanoAvionics
Act as the primary point of contact for customer support activities
Manage customer incidents, requests, escalations and SLA commitments
Coordinate support activities and ongoing requests across multiple technical and project teams
Help to define and track customer service delivery KPIs and regularly report on customer support activities
Improve customer support processes, tools and general customer experience
Build a scalable customer support model that aligns with future business growth

We expect you to have:

3+ years of experience in customer support, service delivery, technical support, operations, project management, or similar customer–facing roles
Experience coordinating activities across multiple stakeholders and teams
Strong understanding of incident management, ticketing systems and service management processes
Has experience in defining new processes, structures or related organizational changes
Experience managing customer SLAs and service contracts
Ability to prioritize, organize and manage multiple tasks simultaneously
Customer-oriented mindset with a strong sense of ownership and accountability
Ability to work independently in a dynamic and fast-paced environment
Strong collaboration, relationship-building and stakeholder management skills
Excellent written and verbal communication skills in English

Salary

Salary starts from 3000 to 4500 gross/per month
The final offer will depend on the level of competencies and experience

Apply

PERKS & BENEFITS

We ensure

FOCUS ON SOLUTIONS, NOT REPETITIONS

Creating innovation without engaging in repetitive production.
PROFESSIONAL AUTONOMY & TRUST

Result-oriented working hours with the possibility to work remotely.
COLLABORATION WITH LEADING GLOBAL SPACE COMPANIES

Possibilities to cooperate with industry giants such as SpaceX and NASA.

We offer

GROWTH OPPORTUNITIES

More than 75% of our leadership has developed within the company and more than 12% of employees have expanded their expertise through horizontal moves.
PERSONAL & PROFESSIONAL DEVELOPMENT

Workshops, global conferences and industry meetups.
TEAM CLUBS

From airsoft, motorsports to a pilot club - numerous interest groups based on team hobbies.