Customer Support Team Lead (Finnish Speaker)

BrainRocket is a global company creating end-to-end tech products for clients across Fintech, iGaming, and Marketing. We're seeking a passionate and experienced Customer Support Team Lead (Finnish Speaker) to spearhead our efforts in delivering exceptional service to our valued customers.

Requirements

• Provide leadership to a team of 20+ employees, fostering a positive and collaborative environment.
• Conduct training and development sessions for team members.
• Handle escalated complaints effectively.
• Monitor team performance and provide constructive feedback for improvement.
• Ensure smooth operation of customer support workflows, including ticket management, live chat, email responses, and phone support.
• Maintain quality assurance processes to uphold the highest service standards.
• Work towards monthly targets to improve key performance indicators such as Customer Satisfaction levels and response times.
• Assist the CS Department in achieving quarterly targets by suggesting and executing solutions.
• Collaborate internally and externally to address and resolve matters efficiently.
• Communicate with customers when necessary.
• Identify issues and implement solutions by analyzing data and customer feedback.
• Utilize data to identify trends and report findings to the Head of Support daily.

Benefits

• Snacks in the Office
• 26 days of vacation per year
• 6 days of sick leaves without document required
• Attractive office location and facilities - Brain Embassy office
• Medical insurance for you and your partner
• Sports package
• Birthday, wedding, and newborn gifts
• Languages classes (partially paid by the Company)
• Career growth opportunities
• International corporate parties, great team-building events and activities