Team Lead - Support On-Call

Team Lead - Support On-Call Be a part of our journey to build a trusted digital world! We usually respond within two weeks Signicat is a pan-European digital identity company that makes it easy and safe for organisations to know who they are interacting with online. Using our proprietary technology, we help companies and public organisations securely verify the identities of people and businesses, authenticate users, and enable compliant electronic document signing, so their customers can access services and complete online processes with confidence. Today, Signicat employs over 530 people across 20 offices in 15 European countries. We work with leading banks, fintechs, telcos, public authorities, healthcare providers, and enterprises across retail and mobility to deliver trusted digital identity and onboarding solutions at scale. Joining Signicat means contributing to a mission that has a real impact on how society works and trusting each other in an increasingly digital world. Are you ready to build something from the ground up? We are hiring a founding Team Lead for a brand-new team within Customer Support, dedicated to making sure our customers always know what is going on with our services, even when something is not quite working as it should. This is a hybrid role based in Vilnius, with the flexibility to work from our office in Paupys. The right to live and work in the EU is required. About the Role: The Support On-Call Team is a new, dedicated function within Customer Support. The team owns how Signicat communicates with customers during service disruptions: status page updates, customer notifications, post-event reports, and the inbound enquiries that go with them. Alongside this, the team contributes to regular Customer Support ticket work during shifts, staying close to our products and customers. The team operates 24/7 shift coverage Monday to Friday and on-call coverage at weekends, with team members rotating through both. As the founding Team Lead, you will shape how this function works from day one. You will lead and develop five Customer Support Specialists, design the shift and weekend on-call rotas, write the playbooks, and set the quality bar for every customer-facing message we send during an incident. Importantly, this is a working leadership role: you will carry your share of the shifts and weekend on-call alongside the team, not from a distance. The team does not own the incident management process itself. Technical response, classification, and root cause investigation remain with the relevant Engineering and incident management functions. Your team is the customer communication arm of that process; you support incident leads, you do not replace them. Key Responsibilities: Lead and develop a team of five Customer Support Specialists, including onboarding, coaching, and performance management. Design and manage the 24/7 shift rota (Monday to Friday) and the weekend on-call rota, ensuring fair distribution and adequate coverage. Set and maintain the quality bar for all customer-facing communication during service disruptions: status page updates, notifications, and incident reports. Own the team’s communication playbooks, templates, and escalation procedures; iterate on them after every significant incident. Carry a share of the shifts and weekend on-call alongside the team, plus regular customer support work during day shifts. Act as the senior point of contact for the team during major incidents, supporting the incident lead from the customer communication side. Build strong working relationships across Customer Support, Engineering, and other teams involved in incident response. Build strong working relationships across the Customer Success department, product, and sales teams. Track team performance against agreed metrics and drive continuous improvement. Contribute to the team’s ongoing development as it matures. What we consider a plus: Familiarity with Zendesk (or similar ticketing systems) and Statuspage (or equivalent). Familiarity with B2B SaaS environments, especially API-based or developer-facing products. Exposure to identity, authentication, payments, or related domains. Experience working in international or distributed teams. A second European language alongside English. Ideally, you are: A clear, calm communicator who writes well under pressure. Experienced in incident response and customer communication during service disruptions, ideally in an on-call or service operations setting. A people-oriented leader who enjoys developing others and building team culture. Comfortable with shift work and on-call responsibility, and able to design fair rotas for others. Process-minded and structured; you spot patterns and turn them into playbooks. Comfortable with ambiguity and energised by building something from scratch. Detail-oriented, with a strong sense for when accuracy matters most. What we offer: Tailored benefits package by location - we aim to empower our employees by offering customised benefits suited to each market Your tech, your way - choose the tech gear that aligns with your comfort and meets your preferences Hybrid work style - collaborate with the team in-office several days a week and embrace the flexible work model Modern workplace - our contemporary yet homey office in Vilnius offers a pet-friendly environment and features an outdoor terrace situated in the vibrant district of Paupys Work-life balance - enjoy an extra 5 paid days off annually, and we will celebrate your work anniversaries with additional days off to recognise and reward your milestones. Health & Wellness - we prioritise your physical and mental well-being by providing designated packs and access to the Headspace app Continuous growth - quarterly development talks, a dedicated time during working hours each week for training and development, defined career paths, and internal mentorship opportunities Customised onboarding - we will prepare an Onboarding Plan to ensure an easy and smooth beginning Give back to the community - option to use 16 hours of paid volunteer time each year to support a charity or cause you are passionate about Be part of an international team - the opportunity to work from any other Signicat office for 2 months per year and 3 weeks per year from any European country Empowering feedback culture - by using employee engagement tools, we ensure that every voice is heard, empowering us to grow together Meet-ups - frequent office gatherings and biennial Kick-off event to bring every Signicat under one roof that you don’t want to miss Salary 3200-3500 €/mon. gross. (night hours are compensated extra) We are open to discuss your salary expectations to ensure alignment with your skills and competencies. Department Customer Support & Success Locations Vilnius, Lithuania Remote status Hybrid Vilnius, Lithuania About Signicat We're a dynamic community of passionate professionals dedicated to digital identity solutions. Since our founding, we have grown and evolved through organic growth, strategic acquisitions, and continuous innovations. This makes Signicat an exciting and ever-changing environment to be a part of! Founded in 2007 Co-workers About 530