Join to apply for the Customer Support Team Lead (Finnish Speaker) role at GamblingCareers.com
We’re BrainRocket — an international software development and digital solutions company driven by 1,300 professionals across Cyprus, Poland and Portugal.
Here, everything moves at rocket speed: driving innovation, pioneering projects, and fast-tracking careers. Together, we turn ideas into action—let’s get started! We’re on an exciting journey of growth and expansion into new markets. We’re seeking a passionate and experienced Customer Support Team Lead (Finnish Speaker) to lead our efforts in delivering exceptional service to our valued customers. If you’re ready to take on a leadership role in a dynamic and collaborative environment, this opportunity is for you!
Office Hours: Monday to Friday (9-18) with one shift (14-23) per week to support agents during peak periods.
Responsibilities
- 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 KPIs such as Customer Satisfaction 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.
Must Skills
- Excellent Finnish and English proficiency.
- Experience managing CS agents handling chats and emails.
- Knowledge of CS processes and flows in chats.
- Strong communication and troubleshooting skills.
- Leadership, training, and multitasking abilities.
- Experience in data analysis.
Good To Have
- Experience with ZenDesk.
- Advanced Excel knowledge.
- Experience in a call center.
- Public speaking skills.
We Offer
- Snacks in the Office;
- 26 days of vacation per year;
- 6 days of sick leave without a doctor’s note;
- Attractive office location and facilities – Brain Embassy office;
- Medical insurance for you and your partner;
- Sports package;
- Birthday, wedding, and newborn gifts;
- Language classes (partially paid by the Company);
- Career growth opportunities;
- International corporate parties and team-building events.
Seniority level
Employment type
Job function
- Information Technology
- Industries: Gambling Facilities and Casinos
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