About Gjirafa
Gjirafa is one of the fastest-growing tech companies in Central Europe, and it is built to last. We are customer-centric, result-driven, and we have relentlessly high standards. Our ultimate mission is to build the internet economy in the CE region. Gjirafa’s ecosystem of services encompasses e-commerce, video streaming, online marketing, cloud computing, and entertainment production.
At Gjirafa, we are uncompromising when it comes to quality, efficiency, reliability, and affordability. We are deeply enthusiastic about catering to the expectations of our customers and delivering engaging experiences for them.
Gjirafa is a platform where smart, persistent, and passionate people empower each other to transform great ideas into reality. Together, we lead with empathy and nurture a unique environment of shared purpose which fosters innovation and collaboration.
Please click here to learn more about Gjirafa.
About the Role:
As Lead Technician, you will oversee the full RMA (Return Merchandise Authorization) process, leading a team to inspect, repair, and coordinate product returns with suppliers and service partners. You’ll set performance goals, monitor results, and drive improvements to reduce returns and enhance efficiency. This role blends hands-on technical work with leadership, problem-solving, and cross-department collaboration to deliver a smooth and customer-focused repair process.
Plan, organize, supervise and participate in the RMA day-to-day work.
Plan, monitor and evaluate the work results of the team (~3 FTE).
Build and maintain relations with an external team to assist when needed.
Inspect and assess issues with products returned by clients.
Ensure correct administration of products to be returned to 3rd parties for repairs.
Set targets and KPI’s for the team to manage returned products and repairs.
Report and evaluate on the KPI’s, productivity and performance of members and processes in the RMA department.
Together with the business develop new ideas to reduce the number of product returns.
Looks for and connects with (international) authorized service centers to start cooperation.
Close cooperation with other departments to keep informed and lead improvements.
Give advice on new ideas and improvements to management.
Monitor products at suppliers and improve the return process by having regular contact with them.
Understands the whole client returns process and initiates improvements to increase efficiency.
Support and guide the team in delivering high-quality PC builds for clients.
Take on other tasks as needed to support the success of the team.
Ability to communicate in English is required.
Technical skills to help the team hands on.
Customer oriented.
Excellent leadership and organizational skills.
Ability to identify issues, develop solutions and drive results.
Training, supervision and evaluation skills of team members.
Inspirational and motivating skills for the team.
Delegation and time management skills.
Excellent communication and interaction skills.
Problem solving skills.
Ability to cope with several work activities at the same time, prioritize them and work with short deadlines.
Ability to adapt to a dynamic and challenging work environment.
Enthusiasts to learn and grow professionally.
Culture Fit:
We’re looking for individuals who are open-minded, proactive, and solution-driven. You should be creative in tackling challenges, focused on achieving results, and committed to delivering exceptional outcomes for our business partners and team.
Location: Highway Prishtina -Ferizaj, 6th Kilometer, Gracanica, Kosovo.
Please note that the recruitment process for shortlisted candidates includes taking part in the general skills test.
Deadline for application: 21.09.2025
Gjirafa is proud to be an equal opportunity workplace. We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.