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.