Customer Support Lead

Your Title: Support Lead, Europe

Job Location: Finland

Our Department: Customer Success

About the Role:

As a Support Lead for Europe, you'll be responsible for overseeing all support operations across our European regions, managing two geographically distributed teams that support customers across multiple software product offerings. This position is ideal for someone who combines strong leadership skills, technical aptitude, and a deep understanding of support processes.

Your primary focus will be on building and implementing ITIL framework standards to ensure consistent, high-quality support delivery across all European operations. You will drive process improvement initiatives, resource management, and team development while maintaining our reputation for responsive, efficient, and professional software support.

This role is focused on managing support for our software solutions for the Forestry industry across Europe.

What You Will Do:

• Lead and Inspire: Lead and manage our support teams across Europe, uniting them into a cohesive unit that consistently meets service standards.

• Drive Transformation: Spearhead the adoption of the ITIL framework, including implementing new tools, processes, and best practices. You'll also drive the strategic integration of AI to enhance our support functions.

• Manage Operations: Oversee all aspects of incident management, service request fulfillment, and problem management. You will also act as the primary escalation point for complex support issues, providing expert guidance to your team.

• Foster Customer Relationships: Conduct regular calls with key customers to review outstanding tickets and provide performance reports. You'll also represent the Customer Success group in new sales deals to ensure clear and achievable SLA agreements.

• Optimize Performance: Develop and maintain SLAs and KPIs, monitoring team performance against these metrics and implementing corrective actions as needed.

• Promote Collaboration: Work closely with departments like Product Management, Engineering, and Professional Services to address customer feedback and continuously improve our software solutions.

• Ensure Efficiency: Manage resource planning, daily resourcing, and absences to guarantee optimal support coverage. You will also develop knowledge management systems to share information and best practices across the teams.

Who You Are:
 

• Someone who builds Trust: You honour your word and lead by example. End-users, team members, and colleagues alike view you as reliable and dependable.

• Customer-centric: You have a genuine commitment to delivering exceptional customer service and understand that user satisfaction is paramount. You instill this value in your teams.

• Communication Skills: You can communicate effectively with technical and non-technical stakeholders at all levels. You're skilled at bridging communication between technical teams and business stakeholders.

• Leadership: You inspire and motivate teams to achieve their best performance, providing clear direction, feedback, and development opportunities.

• Implementation / Execution: You excel at strategic planning, organizing, and managing multiple priorities while driving operational excellence.

• Driven: You have a strong understanding of support processes and can identify opportunities for improvement and standardization.

Skills & Experience You Should Bring:

• Excellent verbal and written communication skills in English and Finnish are required. Knowledge of Swedish and other European languages is a strong advantage.

• 3+ years of experience within support teams, coupled with experience in management or project management.

• Strong understanding of ITIL framework within in a support organization.

• Proven track record of improving support processes, customer satisfaction, and team performance.

• Experience with ticket management systems such as Salesforce, Jira, or similar platforms.

• Familiarity with knowledge management systems and practices.

• Strong understanding of software support functions and technical troubleshooting processes.

• Experience developing and monitoring KPIs and SLAs for support operations.

• Ability to build and maintain effective relationships with internal and external stakeholders.

• Bachelor's degree in Business Administration, Computer Science, or related field is desirabl