Customer Support Team Lead

We 💛 small business

We founded Holvi in 2011, in Helsinki. As self-employed people wading through oceans of paperwork, we noticed something funny going on- traditional banks were giving us the cold shoulder. Why not help ourselves? And so, with time and effort (and lots of coffee), we mastered small business finance- and Holvi was born. 

Our vision is simple: Eliminate the distractions of financial admin and simplify work life, because running a business is hard enough. Small businesses shouldn’t have to worry about spreadsheets and lost receipts. 

Since our inception as a pioneering fintech, we’ve experienced our fair share of challenges and growth. We explored different paths, and from those experiences, we’ve evolved. Today, we stand as a team-owned and profitable company, proud of our journey. 

To strengthen the team, we are now looking for a Customer Support Team Lead for our team supporting the German market from our office in Helsinki. If you want to help us make self-employment a little easier, Holvi is for you!

As the Customer Support Team Lead, you are responsible for the daily operations, offering support and guidance to our team members. While from time to time contributing operationally to the team’s effort, your primary responsibility is to ensure the delivery of a top-notch customer support experience for both our customers and our team members. Your leadership skills are essential in maintaining our commitment to excellence in supporting our customers. 

Requirements

A typical day could see you

• Overseeing the day to day operations, securing the delivery of our KPI’s
• Guiding, supporting, and mentoring our team members
• Actively participating in solving problems and managing case escalation procedures
• Analysing customer support trends and identifying improvement areas to enhance the customer satisfaction
• Collaborating with cross-functional teams to implement and drive continuous improvement

We could imagine you have

• Career background in fintech or financial services
• At least 3 years of experience in leading customer service teams
• A solid understanding of customer service principles and best practices
• Passionate mind about delivering exceptional customer experiences
• Excellent communication, interpersonal, and problem-solving skills
• Ability to lead and motivate a diverse team in a fast–paced environment
• Fluency in English is required, proficiency in German and knowledge of the German market is considered valuable

It’s a plus if you

• Have previous experience from working in start-ups or growth companies
• Are familiar with digital services

Think we could be a good fit?

We’d love to hear from you! Send us your application by 4.9.2024 - but don’t wait too long as we will fill this role as soon as we find the right person. If you wish to learn more about this position, reach out to Lotta Willför at lwillfor@holvi.com or at +358401752173 during the following time slots; Friday the 16th at 9-10, Tuesday the 20th at 12-13, and Wednesday the 28th at 13-14.

What to expect?

• Submit your application → We’ll get back to you as soon as possible
• Pick up the phone → We’ll call you for a short discussion about the role and your situation
• Come in and meet us → We’d like to meet you in person and for you to meet your future colleagues

Benefits

You’ll get

• Employee stock options - Opportunity for equity in Holvi
• Flexible working - Flexible working hours and possibilities for remote working
• Comprehensive occupational healthcare
• Monthly benefit budget which can be used in various ways
• Work nice balance - Weekly exercise hour, bi-weekly breakfast, bi-annual team weeks, and more
  

Logistics

This is a full time position in our Customer Support team. You’ll be headquartered in our sleek new office in Helsinki. 

Equal Opportunity Statement

At Holvi, we embrace diversity in all of its forms and foster an inclusive environment for all people to live their best work life. This is central to our mission of promoting a healthy balance in all things we do.

We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.

Last updated on Aug 14, 2024