Team Lead, Customer Service Unit

Luminor Group

. Lead and coordinate the daily work of Branches and Remote Onboarding teams .

Posted 11/9/2026full-timeTallinn • EstoniaSenior💰 €3,140 - €4,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and coaching abilities in managing customer service teams, with a focus on achieving sales and performance targets while ensuring compliance with operational processes. Possesses excellent communication skills and a practical mindset for resolving complex customer issues and driving continuous improvement.

Highest-signal resume keywords

Customer Service ExperienceSales AchievementTeam LeadershipOperational Performance MonitoringFluent English Communication

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

CoachingDecision-MakingProblem-SolvingPrioritizationCollaboration

Industry Keywords

BankingFinancial ServicesCustomer ExperienceComplianceRisk Management

About the role

Key responsibilities & impact

Lead and coordinate the daily work of Branches and Remote Onboarding teams
Set clear priorities and manage workload and resources effectively
Support achievement of sales, service, quality, and performance targets
Lead, coach, and develop the team through expectations, feedback, and development conversations
Guide employees in daily work and resolve complex customer cases when needed
Monitor operational performance and identify efficiency, service quality, and customer experience improvements
Ensure compliance with processes, procedures, and risk requirements
Identify and escalate operational and quality risks
Cooperate with other Customer Service Unit teams and stakeholders
Drive continuous improvement
Cover a maternity leave on a temporary basis

Requirements

What you’ll need

Solid experience in customer service and sales, ideally in a fast-paced, customer-facing environment
Previous experience in banking or financial services considered an advantage
Experience in leading, coaching, or coordinating people
Ability to set priorities, make decisions, and take ownership
Strong communication skills and ability to work effectively across teams and with stakeholders
Practical, solution-focused mindset
Ability to balance people, customer, and business needs while focusing on results
Comfortable taking responsibility and addressing challenges
Fluent English in spoken and written communication required
Candidate primarily already located within the Baltics
CV in English and PDF format

Benefits

Comp & perks

Flexible working hours
Hybrid work
Possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK for up to 90 days per year
Additional weeks of vacation for employees with 1 year or more of service
Additional volunteer time off
30 fully paid calendar days for military training every year
Health insurance after the first 3 months in all three Baltic states
Health days in case of sickness without a doctor's note
Wellbeing tools and resources
Internal and external training programs
LinkedIn Learning
Workshops
Conferences
Online training
Special offers and pricing for Luminor products and services