Do you want to join the winning team, where you feel proud of our mission to support elderly people to live independent life at home?

We are now looking for a 1^st Line Support Team Leader to join our Customer Support team.

Your team provides 24/7 technical service support for Evondos customers, including both service support by phone and remote monitoring of the medicine dispensing robots. The support organization has a key role in ensuring high customer satisfaction and excellent customer experience in all countries. We are looking for a service-oriented professional who values customer satisfaction and knows how to lead team in a phase of growth.

You as a team leader make sure your team will succeed in their roles and provide best possible customer experience to Evondos users. As a team leader you are responsible for recruitments in your team as well as coaching, competence development and target setting for your team members. Your daily tasks will also include prioritizing tasks, giving instructions, and improving ways of working to ensure continuous development.

You will work in close co-operation with 2^nd line support, Customer Success and Logistics teams as well as other functions like R&D and Service Product Management. Other Team Leaders in Nordic countries will also be an important group of colleagues. 1^st Line Support Team Leader reports to Nordic Customer Support Manager.

What we offer you:

• Dynamic work environment in a fast-growing Healthtech company
• Possibility to influence the future development of healthcare
• Meaningful job with a true social impact
• Opportunity for personal growth and developing your capabilities
• Chance to work in a value-based organizational culture with a winning team of purpose-driven professionals
• Friendly, highly experienced, and professional group of colleagues

Your key responsibilities:

• Helping the team to solve technical issues with the service
• Daily operational management and shift management
• Organizing 1^st line team to ensure support for the Finnish and Swedish market
• Coaching team members to ensure personal growth and great operational results
• Improving processes and ways of working in the 1^st line team
• Responsibility for support related customer satisfaction metrics
• 1^st line Support related planning and budgeting

The experience we are looking for:

• Excellent customer service skills
• Deep understanding of customer satisfaction in a support/help desk setting
• Previous experience of team leading role, preferably with a remote or a hybrid team
• Experience in scaling up customer service team to respond higher volumes
• Excellent documentation and MS Office skills
• Good command of languages: Finnish and Swedish, fluency in written and spoken English. Other languages are seen as an asset.

• Minimum experience of 1 year in remote correction handling
• Extensive knowledge of the Evondos service and the robot

Additionally, we would like you to have:

• Passion to create excellent customer experience
• Team building and leadership skills
• Communication skills and habit of proactive info sharing
• Problem solving orientation
• Ability to prioritize and coordinate tasks and assignments
• Organizational skills and proactive way of working
• Willingness and ability to develop processes
• Ability to travel

An excellent customer experience is the heart and soul of our work. We have the determination to overcome any challenge, no matter how impossible it first seems. We expect the same passion paired with can-do attitude also from you. We are strong together and we have a passion to continuously develop our skills and competences as we aim to be better every single day.

How to apply?

Please submit your application by Wednesday 4^th of December 2024. We review applications on a rolling basis.

For more information, please feel free to contact the hiring manager Jenni Korelin, Nordic Customer Support Manager (jenni.korelin@evondos.com)