We are looking for a hands-on Team Lead to oversee the technical support provided by Framery to our customers worldwide.
The Technical Support team plays a critical role in ensuring that customers receive fast and efficient assistance when they face challenges or technical questions with our products. In this role, you will manage daily operations and actively participate in handling claims, spare part orders, and support requests alongside your team, ensuring each case is resolved quickly and efficiently.
The ideal candidate is solution-oriented, with a strong "hands-on" attitude, focused on delivering prompt and effective support. You will be directly involved in the operational tasks, from processing claims and managing spare parts orders to collaborating with your team on resolving issues, ensuring high customer satisfaction and driving continuous improvement. You will actively train and mentor your team to achieve better results, ensuring consistent work quality that aligns with the company's goals and supports the customer experience.
Framery is headquartered in Tampere, and the Technical Support team is also based there. While you can enjoy the benefits of remote/hybrid work, we value in-person collaboration and expect the chosen person to be in Tampere HQ approximately three days a week.
Your main responsibilities:
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Lead the team as the first point of contact for customers and dealers reaching out to Framery Technical Support regarding claims, spare part orders and other technical enquiries.
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Actively participate in resolving claims and orders, ensuring each case is handled efficiently, from receiving the claim to shipping the replacement part, with a focus on customer satisfaction.
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Monitor and manage team performance, resource planning, and scheduling, while reporting on key metrics.
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Train and guide team members to improve their skills and efficiency in resolving claims and orders, ensuring consistent results.
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Continuously optimize daily operations to ensure the team can manage and resolve multiple cases simultaneously and in a timely manner.
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Collaborate with several internal stakeholders to stay informed on customer feedback and satisfaction.
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Contribute to product improvements by gathering and sharing customer feedback with product management and engineering teams.
What do we expect from you?
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Proven experience in leading teams.
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A customer-centric mindset and a drive to create excellent after-sales experiences, viewing even difficult problems as opportunities to build customer loyalty.
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Ability to work across multiple teams and interfaces.
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Strong decision-making skills and the determination to escalate challenging cases to ensure customer satisfaction.
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Ability to thrive under pressure, handle unexpected situations, and adapt to change.
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Result-oriented with strong problem-solving skills.
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Excellent prioritization, self-management, and delegation skills.
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Fluent in spoken and written English, as it is the team's working language (ie. Finnish is not mandatory).
What do we offer?
A chance to build, participate in, and maintain a team responsible for delivering exceptional customer service. In this role, you will have the opportunity to develop and guide the team, making decisions that drive customer satisfaction and ensure they receive the help they need.
This is a great opportunity for someone with proven leadership experience who understands that the key to success is empowering others. While you don't need years of experience in managing technical support teams or creating complex processes, you should bring enthusiasm and determination to develop best practices and drive continuous improvement alongside your team.
This position offers numerous opportunities to grow skills and expand your expertise. Most importantly, you'll experience the satisfaction of turning challenges into customer satisfaction victories for your team.
During your journey at Framery you will be supported by a talented team in Framery's unique culture, get the tools for your needs and provided with company benefits such as healthcare, lunch and well-being benefits, free-time accident insurance, Framery Hobby concept and many more. As experts of happy workplaces, we also take the well-being of our employees very seriously and you will have multiple ways to ensure a work-life balance.
Meet some of our Framerians through their stories and read more about our working culture!
Interested?
We'd love to hear from you as soon as possible. Please send your application by the 15th of December. Applications sent through the link will be added to our recruitment system, which is our primary channel when recruiting new co-workers, so please do not email the application.
If you have any questions or you would like to have additional information about the position, please contact Manager, Technical Support & Service Henri Piittinen ( +358401573993) during following times:
4th of December 13:00-14:00
10th of December 13:00-14:00
11th of December 13:00 -14:00
We are looking forward to receiving your application!
Apply between 25 November 2024 and 15 December 2024 23:59 (Europe/Helsinki)Employment type: permanent, full time