Customer Support Team Leader (Swedish Speaking)

WHO WE ARE:

Glitnor Group was founded by industry veterans with a wealth of experience in founding and managing numerous successful businesses over the past decade. We have a global presence with a unique and proven track record of building and nurturing strong brands, culture & work environment. Our vision is to take global leadership and change the competitive landscape for Game Studios, Game Operators and Lead Generation.

Glitnor has enjoyed rapid growth since its foundation in 2018, and now has over 200 team members representing more than 20 nationalities. The company has physical locations in Sweden, Malta, Bulgaria and Spain, and also a number of remote team members around the world.

We are built on the core belief that work should be a source of positivity. We foster an environment where freedom is coupled with responsibility, empowering individuals to harness their talents and drive professional advancement. We believe in promoting internally where possible, encouraging team members to reach the pinnacle of their ability.

We are looking for a Team Leader for our Customer Service Team working within the Swedish, Finnish & Ontario markets.

What will you be doing?

This role is responsible for leading and motivating a team of CS agents to ensure a quality and efficient service is provided to all customers via multiple communication channels.

• Recruit, mentor & manage a team of CS agents.
• Improve the customer experience and apply best practices to areas of improvement.
• Oversee the development of customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Create effective customer service procedures, policies, and standards.
• Supervise day-to-day operations in the customer service department.
• Ensure the department provides consistently high-quality customer support to satisfy strict deadlines and KPI’s.
• Enforce company policies and procedures
• Identify customer service trends and recommend improvements.
• Improve customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
• Conduct frequent one-to-one meetings with individual team members if/when required.
• Be accountable for customer satisfaction (CSAT) score for all markets related to your team.
• Maintain high levels of product knowledge so that appropriate guidance is always provided.
• Facilitate smooth communication flow between the Head of Customer Support and all other departments.
• Conduct regular quality assessments of agents’ communications with customers and provide structured feedback.
• Coach and develop the skillsets of agents and define clear personal development plans for all agents.
• Conduct quarterly performance reviews of agents and ensure adequate improvement plans and recognition is provided.
• Create daily, weekly, monthly, and quarterly Customer Support reports and distribute them to relevant stakeholders.

Who are you?

• Previous iGaming experience
• Previous Customer Support management experience preferred.
• Experience coaching and developing team members.
• Outstanding communication skills with an excellent command of the English language
• Native level Swedish language skills a MUST
• Interpersonal skills and ability to resolve conflicts.
• Leadership skills

By joining us, you're not only gaining an opportunity to work and collaborate with the best talent in our industry, you’ll also enjoy a range of fantastic perks!

• A competitive and attractive salary
• Private health insurance
• Annual wellbeing benefit allowance
• A weekly breakfast
• Social events for building strong relationships with colleagues
• Relocation package (when relevant)

At Glitnor we firmly believe that our diversity is what makes us unique and that everyone is welcome to enjoy the ride! We are committed to uphold a high level of diversity and inclusion throughout our group.