Finnish Customer Support Team Leader

About the role

Bethard (Cherry Online Group) is looking for an ambitious Finnish Customer Support Team Leader to join its team in Malta. Working closely with the CS Manager, you will help build, develop and manage the Finnish Customer Support Team as the company enters the newly regulated Finnish market. The role calls for a proactive, hands-on approach, strong leadership and collaboration with other departments.

Key responsibilities

• Build, develop and manage the Finnish Customer Support Team with the CS Manager, promoting a positive working environment.
• Take ownership of Finnish CS operations and set up and improve processes suited to the new regulatory requirements.
• Give constructive feedback to agents, the CS Manager and trainers, and hold monthly one-to-one meetings with agents.
• Plan and maintain team schedules, report sick leave, vacation leave and bonus compliance monthly, and recruit new team members when needed.
• Conduct salary reviews and development talks in line with company policy, and monitor individual and team performance.
• Step in to help with daily customer support operations and support other Team Leaders during absences.

Required profile

• At least 1.5 years of experience in the iGaming industry.
• Excellent written and spoken Finnish and English; knowledge of Swedish or other languages is an asset.
• Proactive, hands-on approach and strong leadership potential.
• Able to work under pressure and adapt to changing priorities.

What we offer

• A bright, open-plan office in Malta's entertainment area.
• Private health insurance and health benefits.
• Family-friendly company policies and company events.