CS Team Lead - Finnish

Team Lead - Customer Service (Finnish)

Fully remote

Up to £32k

** PLEASE NOTE - Applicants MUST be fluent in Finnish & English **

Team Leader to join the Customer Service Finnish department of a digital marketing agency specialising in the iGaming industry. This role will be responsible for overseeing the day-to-day operation and performance of the Finnish CS Advisors as well as providing support with escalated enquiries.

Some of what you will be doing:

• Maintain smooth business operations by preparing shift rotations and ensuring all shifts are adequately staffed.
• Supervise daily team activities and performance.
• Establish clear team goals and KPIs, ensuring all targets are achieved.
• Foster a healthy and motivating work environment.
• Submit daily, weekly, and monthly reports to management detailing team progress.
• Conduct quality control checks on the work of agents.
• Acquire in-depth knowledge of the product and provide training to new hires.
• Develop and implement service procedures, policies, and standards.

Ideally, your skills and experience will include:

• Native proficiency in Finnish and English (Danish proficiency is a plus).
• Must possess team management skills in a customer service environment.
• Experience in the iGaming, online casino, or online gambling industry is preferred.
• Excellent communication and listening skills.
• Must be available to support the team as needed.