Customer Support Team Lead (SaaS)

TL;DR

Customer Support Team Lead (SaaS): Owning daily support operations and quality standards for an SME-focused growth platform with an accent on team leadership and process optimization. Focus on designing QA frameworks, optimizing helpdesk platforms, and managing complex escalations across Customer Success, Product, and Engineering.

Location: Must be based in Helsinki for day-to-day office leadership

Salary: €4,725 - €5,000

Company

hirify.global is a fast-growing Finnish SaaS company that provides SMEs with an accessible way to acquire leads and grow their digital sales and marketing.

What you will do

• Lead daily support operations from the Helsinki office, including workload distribution and SLA compliance.
• Design, implement, and run a QA framework to maintain high response quality.
• Manage and optimize helpdesk platforms to improve operational efficiency.
• Coordinate escalations between Customer Support, Customer Success, Product, and Engineering.
• Analyze support metrics (response times, resolution rates) to identify and resolve systemic problems.
• Hire and train new team members to support the company's international growth.

Requirements

• 3-5 years of experience in customer support with 1-2 years in a supervisory or team lead role.
• Fluent in both Finnish and English (written and spoken).
• Strong ability to track and act on support metrics and data.
• Experience designing QA frameworks and managing helpdesk software.
• Ability to translate customer technical issues into business value and product feedback.
• Physical presence in the Helsinki office is required.

Nice to have

• Curiosity and comfort with AI and prompting.

Culture & Benefits

• Four-day work week to support recovery and work-life balance.
• Access to the company's stock option program.
• Comprehensive health care and lunch benefits.
• Continuous HSL season ticket for public transport in Helsinki.
• Ambitious and warm culture within an internationalizing technology environment.