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Customer Support Lead - Flo Health

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Job Title
Customer Support Lead
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Job Description

We’re quite proud of our achievements…

250M+ downloads, 50M+ monthly users, #1 by installs in the iOS Health category, 4.9 stars on the App Store (3M+ reviews), backed by 7 VCs, annual revenue at 9 figures, and a valuation close to $1B.

…and we’re just getting started.

We’re Flo Health, a rapidly growing, Series B funded HealthTech building the essential digital health partner of tomorrow to empower women, girls, and people who menstruate with the knowledge and support they need to stay well and live better.

And there's never been a more exciting time to join us.

Our cycle, ovulation and pregnancy tracking, educational content and anonymised community platform have been trusted for years by millions to help them feel more in control of their health every day.

Now though, we’re harnessing the power of data analytics and AI to build a smarter future, one where we all know our bodies better - we’re set to become the world’s favourite female health brand.

Big plans, right?

They absolutely are -  that’s why we’re hiring.

The Job

We are looking for an experienced Customer Support Team Leader to provide excellent customer service and guidance to the team and manage the department efficiently. 

The team leader will also work with managers or specialists from other teams and departments to get timely product development updates and escalate customer feedback, complaints or concerns.

Your Experience

Must have:

  • At least 2+ year experience in team management;
  • Experience with ticketing systems (Zendesk is preferable);
  • Experience working with other software related to customer service and/or project management tools (Jira, G-Suite, etc.);
  • Experience in aligning targets in metrics and cross-functional working processes;
  • Proficiency in English (Advanced or higher);
  • Excellent communication skills; 
  • Ability to provide and receive constructive insights;
  • Troubleshooting and multi-tasking skills;
  • Ability to focus on the process and drive decisions;
  • Strength in data-driven communication and decision-making;
  • Positive work ethic and passionate attitude;
  • Alignment with company values and mission.

What you'll be doing

You'll be responsible for:

  • Leading and managing a team of 10-15 Customer Support agents: 
    • Identify opportunities to enhance internal processes which promote best practices;
    • Organise and motivate team members in the support service process daily;
    • Manage and understand data around the volume of incoming tickets and balance the team's workload;
    • Oversee team response to customer incidents and requests;
    • Hire and organise training process for newly hired support team members;
    • Conduct one-on-ones with direct reports;
    • Handle a motivational part based on team members' fulfilment of the KPI target;
    • Evaluate customer feedback and identify ways to maximise customer satisfaction;
    • Set and enforce team policies and procedures.
  • Managing Customer Support Indicators (SLA, CSAT):
    • Set goals and motivate the team to achieve them;
    • Monitor daily customer support indicators and metrics and track them;
    • Develop and keep timelines to achieve targets;
    • Customer orientation – control the quality of answers the customer support team provides and guide the improvement of customer satisfaction indicators.
  • Communicating any trends in customer communication or behaviour and insights from customers to other departments and related teams;
  • Handling escalations and taking ownership of customers' issues – follow problems through to resolution;
  • Planning and evaluating department activities in diverse projects;
  • Analysing statistics and compiling accurate reports regularly;
  • Distributing and assigning tasks and projects among other team members smartly, and monitoring and controlling the progress.

A monthly salary base for this position in Lithuania starts from 3000€ gross per month.



People perform better when they’re happy, paid well, looked after and supported. 

That’s just a fact.

On top of competitive salaries, we offer Flo's permanent employees:

  • A fully flexible working environment wherever you’re at your best: at home, in our offices, or a mix-and-match of both
  • Company equity grants through Flo’s employee share option plan (ESOP)
  • Paid holiday and sick leave (dependent on location) 
  • Fully paid female health and sick leave, in addition to holiday and regular sick leave
  • Workations - an opportunity to work abroad for two months’ a year
  • Six months' paid Maternity Leave, and one months' paid Paternity Leave (subject to qualifying conditions) inclusive of same-sex and adoptive parents
  • Career growth, progression, and learning development resources
  • Annual salary reviews
  • As many free premium Flo subscriptions as you’d like 
  • A whole host of other benefits (health/pension/social schemes, dependent on location)

Our Culture

It’s pretty hard to condense a culture down to a few words, but we do all have a few things in common.

We’re problem solvers, we’re adaptable, we’re empathy driven and results led. 

People here like working in a fast-paced, multi-national, multi-cultural and ever changing environment. Everyone has an impact on a powerful mission, and is happy to roll their sleeves up to ideate solutions and put them in place. Being part of a rapidly growing business means that the answers aren’t always there for us already, but that’s okay; it’s part of the excitement!

If this resonates, we might be the right place for you.

We know that building the future of female health isn’t going to be easy,
but we’re hoping you’re up for the challenge.


Diversity, Equity and Inclusion

The strength of our workforce is in the diverse backgrounds of our employees, and Flo is committed to applying its equal opportunities policy at all stages of recruitment and selection. This means recruitment and selection of talent into Flo Health companies is only based on individual merit and qualifications directly related to professional competence. Shortlisting, interviewing, and selection will always be carried out without regard to gender identity or expression, sexual orientation, marital or civil partnership status, color, race, nationality, ethnic or national origins, religion or beliefs, ancestry, age, veteran status, mental or physical disability, medical condition, pregnancy or maternity status, trade union membership, or any other protected characteristics.

Flo Health Headquarters Location


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Flo Health Company Size

Between 200 - 1,000 employees

Flo Health Founded Year


Flo Health Total Amount Raised


Flo Health Funding Rounds

View funding details
  • Series B

    $50,000,000 USD

  • Series A

    $7,500,000 USD

  • Series A

    $12,000,000 USD

  • Series A

    $5,000,000 USD

  • Seed

    $1,000,000 USD