Paf Customer Support Team is now looking for a Team Leader to lead the Swedish and Finnish Customer support. This fun and challenging role combines day to day operational work, management of thirteen specialists and to always put the customer in focus. 

You will be offered:

• An onboarding to learn all necessary tools, backoffices, routines and processes. 

• An opportunity to work in a highly professional and stimulating environment for a good cause company where relationships are important and a healthy work-life balance is valued.

• A workplace with good benefits, such as favorable pension conditions, health care allowances, free health care, etc. 

About the job:

• To guide, and act as a mentor towards the specialist team, effectively manage the team, ensuring effective use of resources and ensure the team understands how to meet performance expectations and SLA:s (service level agreements).

• Stay updated on operational work to set correct SLA:s & quality measurements together with Head of Customer Support. Including reviewing tickets for quality assurance.

• Assure emails, Phone calls and chats are handled in a timely and proper manner.

• Setting up working schedules 

• Review quality reports and efficiency of your staff and arrange regular personal development meetings and action talks.

We hope you have most of the following:

• Strong and passionate to lead other people

• Someone who works well under pressure, deals with stress in a constructive way and maintains good humor despite pressure and setbacks. 

• Find it easy to put yourself in another person's situation, listen, understand and show consideration. 

• Creative and think outside the box to find new solutions to old problems. 

• Adapt and find win-win solutions by being a team player that focuses on the common goals.

• Good computer skills.

• Have a good knowledge of the Swedish/Finnish and English language, in speech and writing.

• Desirable if you have any experience from previous leadership in work or in private life.

• It is considered a strong merit with some kind of online gaming branch knowledge. 

This position is a full-time permanent position located in our head offices on Åland.