The Customer Services organization includes the Professional Services and Customer Support functions, and is made up of more than 550 Basware experts globally.
Professional Services, made up of Project Managers, Solution Architects, Solution and Technical Consultants and Success Services professionals, deliver customer implementation projects and provide services that help Basware customers adopt, optimize and accelerate the benefits of their Basware solutions and services. Customer Support provides professional help to our customers to manage operational and service issues that arise from using our services.
Customer Services draws on our collective expertise so that our customers realize the best possible business outcomes with Basware’s Networked Purchase-to-Pay solutions.
Customer Support provides professional, efficient and effective technical support to Basware customers/partners in a manner that further enhances customer experience, satisfaction and loyalty. We work to resolve customer Cases and Incidents to enable our customers to use Basware products and services efficiently and enable them to run their business seamlessly.
1st Line Support Europe team is part of the global 1st Line Support team and global Customer Support unit. We are the first point of contact for customers and we resolve all standardized type of requests created by customers.
We are now looking for a Team Leader, Customer Support, 1st Line to manage a dynamic team of 15+ highly motivated Support Specialists.
In this role you will report and work closely with the head of global 1st Line Support.
Key role responsibilities
You will help build and develop a high performing team working towards creating exceptional customer experiences.
As a solid line manager, you will be responsible for activities related to the employee life cycle, including, recruitment, goal setting, performance and development discussions, retention and exit.
You will actively support your team members' personal development and wellbeing by recognizing and celebrating success and managing undesirable behavior when it occurs.
Your role will be to guide the daily work of the team members, plan and assign activities, monitor their progress, and take appropriate actions as well as reporting regularly on team’s performance.
You will also be responsible in ensuring that everything we do is done with customer happiness in mind keeping the focus on high quality: best possible technical resolution provided to the customer and communication exceeding customer expectations.
You will be part of driving and implementing initiatives for continuous improvement and developing own team members.
As a member of the 1st Line global Support team, you will have the possibility to get visibility to global Support agenda and be part of planning and contributing to global initiatives for 1st Line Support Team.
In order to thrive and succeed in this role, we expect you to have the following skills and experience:
Continuous learning and development
Great colleagues and teamwork
Flexibility and autonomy
Innovation and cutting edge technologies
Making the world greener
Global & diverse culture with a Nordic twist
Basware is the global leader in providing networked purchase-to-pay solutions and innovative financing services. Basware’s commerce and financing network connects businesses in over 100 countries and territories around the globe. As the largest open business network in the world, Basware provides scale and reach for organizations of all sizes, enabling them to grow their business and unlock value across their operations by simplifying and streamlining financial processes. Small and large companies around the world achieve significant cost savings, more flexible payment terms, greater efficiencies and closer relationships with their suppliers.
Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the purchase-to-pay industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world class solutions and services to hundreds of companies worldwide. A critical part of our culture is the high amount of trust we put into our employees—we want you to make a difference. So, we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where our employees strive for excellence, put our customers first, lead the way, and inspire one another to build a winning team.
2020Recognized market leader with global operations, 20+ offices worldwide.
2019Gartner Magic Quadrant Leader for Procure-to-Pay Suites for fourth time
2014-2019Several industry recognitions and product launches
2012-2016Several acquisitions in the fields of e-invoicing, e-procurement and purchase-to-pay solutions
2012Launch of cloud-based B2B platform for transaction collaboration on Basware's Network
2006-2009Several acquisitions in the fields of invoice automation, data capture expertise and payment software
2005Launch of fully integrated Purchase-to-Pay solution suite
2000Basware listed on Helsinki Nasdaq, launch of purchase management software & e-invoicing service
1992Launch of first financial management software
1985Basware founded in Finland