Finnish Customer Support Team Leader

Job Description – Finnish Customer Support Team Leader

At Prozone / Cherry Online Group, we are looking for an ambitious, enthusiastic, and driven Finnish Customer Support Team Leader to join our fantastic team.

This is an exciting opportunity for someone who is ready to take the next step in their career and grow beyond the traditional Customer Support Team Leader role. Working hand in hand with the CS Manager, you will play a key role in building, developing, and managing our Finnish Customer Support Team while helping the company successfully enter and establish itself in the newly regulated Finnish market.

We are looking for someone who is not afraid to step up, take ownership, and turn new challenges into opportunities. You will have the chance to help shape the team's structure, establish effective processes, and contribute to the development of the Finnish market from the ground up. This role requires a proactive, hands-on mindset, strong leadership skills, and a willingness to collaborate with other departments, support wider business objectives, and step in to assist with day-to-day customer support operations whenever needed.

Responsibilities

• Contribute to and actively promote a positive working environment.
• Work closely with the CS Manager to build, develop, and manage the Finnish Customer Support Team, ensuring the team is equipped to support the company's growth in the Finnish market.
• Take ownership of the Finnish CS operations, helping establish, implement, and improve processes in line with the requirements of the newly regulated Finnish market.
• Identify opportunities for improvement and take initiative in developing team performance, operational efficiency, and customer experience.
• Provide constructive feedback to agents, the CS Manager, and Trainers on areas for improvement, both at department level and individually.
• Collaborate with other members of the Finnish Customer Support Team to ensure a consistent approach and achieve shared goals.
• Foster a positive team spirit and encourage collaboration, accountability, and professional development.
• Conduct salary reviews and development talks in accordance with company policy.
• Hold monthly one-to-one meetings with agents to ensure quality, efficiency, and performance meet expectations.
• Monitor individual and team performance and ensure alignment with overall business objectives.
• Clearly communicate role expectations, including the required skills, performance standards, and professional attitude.
• Plan and maintain team schedules, taking operational hours, holidays, and sick leave into account, and ensure appropriate staffing across the assigned markets and brands.
• Report sick leave, vacation leave, and bonus compliance on a monthly basis.
• Recruit new team members when needed and contribute to building a strong, capable, and motivated team.
• Collaborate with and support other departments when needed, helping ensure smooth operations and successful market development.
• Take a hands-on approach to customer support and step in to assist with daily support operations whenever required.
• Support fellow Team Leaders in managing their teams and markets during periods of absence.
• Complete daily tasks and additional responsibilities assigned by your manager.

Requirements

• At least 1.5 years of experience in the iGaming industry.
• Excellent written and verbal communication skills in Finnish and English. Knowledge of Swedish or other languages is considered an asset.
• A proactive, hands-on approach, with the confidence to take initiative and ownership of new projects, processes, and challenges.
• Strong leadership potential and a genuine interest in developing people, building teams, and taking the next step in your career.
• The ability to work well under pressure, adapt to changing priorities, and find practical solutions in a fast-paced environment.
• Strong communication and collaboration skills, with the ability to work effectively across different teams and departments.
• A responsible, motivated, and exemplary team player who leads by example.
• A willingness to take on new challenges, contribute beyond the traditional scope of customer support, and play an active role in developing a new market.

Benefits

At Bethard.com, we are on an infinite journey, with the goal of creating an outstanding workplace.

We believe in unlocking the talent and creativity of every person who works with us. Our bright, open-plan office is located in the heart of Malta's entertainment area, surrounded by plenty of cafés and restaurants, and offers a modern, relaxed, and welcoming environment.

We offer private health insurance, health benefits, family-friendly company policies, and exciting company events. Welcome!

About Bethard.com

Bethard.com was founded in 2012 and consists of a team of passionate individuals with a vision to create and promote extraordinary iGaming brands. Cherry Online Group offers online casino and sports betting through several brands and employs over 50 staff from more than 10 countries.

Our vision is to become the leading iGaming operator in Europe. We are 100% committed to developing the best new iGaming products and experiences for our players.

Advertised on Bethard's own careers site. Apply through the employer's page.