Customer Support Specialist

About The Company:

OAG is a leading data platform for the global travel industry offering an industry - first single source for supply, demand, and pricing data.

We empower the global travel industry with high-quality, relevant datasets covering the whole journey from planning to customer experience.

• Headquartered in the UK, with operations in the USA, Denmark, France, Germany, Singapore, Japan, China, and Lithuania.
• Visit: https://www.oag.com/about-us 

SUMMARY:
As a customer support specialist, you will provide timely and effective product and data support, using strong communication skills to address customer issues, queries, and requests. You will focus on delivering a high-quality customer experience, understanding customer needs, and collaborating with internal and external stakeholders to achieve positive outcomes. Thorough investigation and documentation of issues, along with a commitment to sharing knowledge, are essential to support our backline resources and maintain OAG’s service standards. This position can be based in Vilnius or Kaunas.

Key Responsibilities & Accountabilities:

Data Product Support

• Resolve assigned customer support issues through thorough analysis, documentation, and knowledge-sharing within the OAG Knowledge Base.
• Utilize deep product and data expertise to guide customers to effective solutions, prioritizing their use case, impact, and needs.
• Communicate clearly and promptly with customers and internal stakeholders to drive swift issue resolution and support a customer-led data and product strategy.
• Provide tailored support for high-volume and high-value customers, ensuring faster responses and proactive communication.
• Protect commercial and technical teams by conducting detailed issue analysis and research, fully qualifying and documenting issues for L2/3 support.

Incident and Escalation Management

• Manage and resolve customer or commercial escalations efficiently, communicating urgently with internal and external stakeholders.
• Record and communicate all customer-impacting incidents via OAG’s Trust Site.
• Identify and escalate root causes of customer issues and incidents to internal stakeholders for resolution.

Required Experience, Skills And Competencies:

Must Have

• Previous experience in a customer experience role or similar.
• Experience using CRM tools (e.g., Salesforce, JIRA, ServiceNow).
• Strong data analysis and problem-solving skills, including basic SQL proficiency.
• Able to work independently
• Fluency in English.

Preferred

• Previous experience working within the travel or aviation ecosystems.
• IT domain skills.

We Will Offer You:

• A dynamic work environment at OAG, fostering innovation in a progressive, non-hierarchical culture, where passionate tech enthusiasts continuously develop new products and solutions with a focus on improvement for the aviation industry.
• Company-provided free lunch every day.
• A modern office in a convenient location, with flexible working arrangements that allow remote work or office attendance.
• Work remotely from anywhere in the world for 1 month each year.
• An attractive compensation and benefits package, including private health insurance, a company bonus scheme, and voluntary participation in a company-supported retirement scheme.
• A generous annual leave policy, growing with each year of service, and a day off during your birthday month.
• Participation in team-building activities, team workshops, and group learning sessions.

We will ensure that the exact salary offered for you will be based on your qualifications, competencies, professional experience and requirements for the corresponding job function (salary starts from 2000 EUR gross per month).

OAG is an Equal Opportunity Employer. We ensure all applicants are considered for employment without discrimination.