About Montonio:

Montonio is an e-commerce checkout platform, loved by over 8000 merchants in the Baltics, Finland, and Poland. To date, we have raised nearly 19M € from Index Ventures and the people who built Wise, Bolt, and Pipedrive. We aim to be the go-to partner that merchants can rely on to grow their business, one superb checkout experience at a time. 🚀

The Role:

Our Customer Support team is small but mighty, with high expectations and a culture grounded in autonomy, collaboration, and excellence. We solve problems, build relationships, and act as trusted advisors to our merchants.

Now, we’re looking for a Team Lead who can support and scale this environment - not by control, but through mentorship, coaching, and care.

Your daily missions:

• Lead a geographically distributed team of high-performing support specialists
  
• Foster growth, autonomy, and emotional well-being through regular 1:1s and monthly development goals
  
• Design and maintain a performance structure grounded in values, not just KPIs
  
• Reinforce a positive, feedback-rich team culture
  
• Collaborate closely with the Head of Support to improve workflows and customer impact
  
• Help with hiring, onboarding, and shaping the future of the team
  
• Analyse customer conversation data both qualitatively and quantitatively to understand key support KPIs, uncover trends, and identify opportunities to improve the overall customer experience
• Step in to provide hands-on support during peak workload periods

Our expectations to you:

• Experience mentoring or leading others (formally or informally)
• Proven experience in Customer Support or similar functions
• Strong emotional intelligence and communication skills
• Ability to work autonomously and support others to do the same
• Fluent in English; bonus if you speak Estonian or other regional languages

⭐️ Bonus points for: 

• Experience in high-growth start-ups or e-commerce environments
• Exposure to hybrid team cultures
• Passion for customer-centric thinking and service excellence

Our promises to you:

You would be joining Montonio at a very opportune time. We’re still a team of 60+ people and we are growing. It is a very exciting time that enables the possibility to be part of shaping the organisation, our products, and Montonio's brand.

• A competitive salary starting from 2300 EUR (gross)
• Company stock options
• 6 weeks of paid time off (30 working days)
• A team of friendly, forward-thinking people that always support each other
• Flexible working schedule 🏡
• Freedom to shape your role, team, and impact
• Top of the line tech and naturally Montonio swag 😎
• No night shifts or early mornings - just smart, focused work hours ⏰🌙

Hiring process:

We believe in a thorough but efficient hiring process to ensure the best fit for both you and our team. Here’s what to expect:

• Application review – We carefully review your application to assess fit.
• Homework – A short task to showcase your skills.
• First Interview - Focused on your experience, motivation, and strengths
• Second Interview - Chat to understand if our values and ways of working match
• Final chat & office visit – A final conversation with the team and an opportunity to experience our culture

🚨 Make sure your CV and answers to the application questions are in English.
🚨 Avoid using ChatGPT and similar tools when answering the application questions or sending your cover letter. The purpose of both is to see the real you. Don't get us wrong, AI is a wonderful tool and we use it in its many forms, but in this case we do need to see you and the way you answer these questions... and frankly, AI written text is pretty easy spot after a while 😎... so try to keep it original. 😁