Customer Support Team Lead (Finnish Speaker)

About Sofia Stars

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 (9-18) with one shift (14-23) 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.

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 🥗🍎

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.