Customer Support Team Lead

14 hours ago

Sofia City Bulgaria, Malta Sofia Stars Full time €20,000 - €40,000 per year

Sofia Stars is an operational services company based in Sofia. We offer a range of solutions for online businesses, including R&D, Marketing, Customer Support, KYC, Risk, and Anti-Fraud services. With 300+ bright stars on our team, we deliver secure, reliable solutions with a touch of quality that shines. When you join us, you'll be part of a place where ideas light up, and growth isn't just a promise—it's a journey. 


At Sofia Stars we're on an exciting journey of growth and expansion into new markets. As we continue to thrive, 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. 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 with one shift per week to support agents during peak periods.

Main 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 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.

‍

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 incredible benefits:

  • Official employment & Full medical insurance (including in-patient and out-patient care, maternity, dental, and annual health check-ups)
  • Competitive salary and attractive bonus scheme
  • Working in a dynamic International company
  • Birthday celebration present
  • Ability for career and professional growth within the company
  • Sportscard (Multisport) - partly covered & team-building events and activities
  • Sunny, spacious office
  • Wedding gift
  • Gift for newborns
  • Time for proper rest and 20 working days of Annual Vacation, maternity leave support
  • Food vouchers, breakfast, fruits, and snacks available in the office

Ready to shine? Let's make it real.

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