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.