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