SeniorFull TimeEN
Customer Success Team Lead
We’re looking for a Customer Support Team Lead for Estonian market to manage and support our regional customer success team, ensuring fast, consistent, and high-quality customer support. In this role, you’ll coach and develop team members, keep day-to-day operations running smoothly, and partner with internal teams to resolve escalations and continuously improve our processes. If you’re a hands-on leader who enjoys combining people leadership with operational excellence, we’d love to hear from you.
KEY RESPONSIBILITIES:
Lead and manage the regional support team by setting clear goals and expectations, providing day-to-day guidance, and mentoring team members.
Monitor performance and service quality (e.g., SLAs, adherence to policies/procedures), deliver coaching, and conduct regular performance evaluations.
Ensure onboarding, training, and ongoing development, including training new hires and identifying training needs in collaboration with the Head of Customer Success.
Run regional support operations by managing coverage and shift routines when needed, handling escalations, and acting as a key point of contact.
Drive continuous improvement and reporting by keeping FAQs/procedures/macros up to date, coordinating with other departments on complex cases (e.g., via Jira), and providing daily sales statistics and overtime reporting.
REQUIREMENTS:
Fluent Estonian (C2) and English (C2), both written and spoken.
Russian is a strong advantage (written and spoken).
Proven experience in customer support/customer success, including responsibility for quality, SLAs, and issue resolution (team lead experience preferred).
Hands-on experience with support and collaboration tools such as Zendesk, Jira, and Slack (or equivalent platforms).
Strong people-leadership and coaching skills, with the ability to give clear feedback, mentor others, and maintain consistent standards.
WE OFFER:
🌟 Be Part of Something BIG: Gain hands-on experience in a fast-growing fintech company.
🤝 Work with the Best: Join a tight-knit, highly skilled team where open communication and collaboration drive success.
🏡 Work Your Way: Enjoy a hybrid setup, balancing office time and remote work to suit your lifestyle.
🛡️ We’ve Got You Covered: Benefit from sick leave compensation, additional health days, and a flexible work environment that prioritizes your well-being.
🎉 Stay Active and Connected: Take birthday leave, join fun team events, and enjoy plenty of opportunities to unwind.
