Johanna StavenhagenJS
Open to opportunities

Johanna Stavenhagen

@johannastavenhagen

Customer Support leader focused on empathetic leadership, team rapport, and customer success.

Estonia

What I'm looking for

I am looking to continue within the Customer Operations sector, in any role, either customer facing or team management.

I am also starting to pursue SEO, so any role related to SEO tasks would be highly interesting for me as well; I’d be happy to take on a junior role and grow within the role and company.

Experienced Team Lead & Customer Operations Manager with a proactive mindset and a strong background in customer service. With over seven years of management experience in iGaming, I have led teams through change, driven performance, and built positive, high-performing work environments.

I believe in fostering a safe, supportive, and engaging workplace, where open communication and respect are key. As a hands-on leader, I conduct regular one-on-ones, oversee recruitment, and manage diverse projects, always ensuring KPIs and business goals are met. My recruitment expertise includes independently hiring and building a team of eight Customer Support agents for example.

Adaptable and calm under pressure, I thrive in dynamic environments, tackling challenges with a solutions-focused and optimistic approach. "When the facts change, I change."

Currently working as a Head of Customer Support consultant for an iGaming start-up.

Eager to expand my skill set, I am actively pursuing SEO courses and developing a keen interest in cybersecurity. I am open to opportunities in these fields where I can apply my expertise while continuing to learn and grow.

I am a Finnish citizen, residing in Malta and can legally work anywhere in the EU without a work permit.

Experience

Work history, roles, and key accomplishments

Stavenhagen Consulting OÜ logoSO
Current

Head of Customer Support - Consultant

Stavenhagen Consulting OÜ

Jul 2024 - Present (11 months)

Providing Head of Customer Support services for a Finnish iGaming start-up in Estonia. Managing a team of three Customer Support agents.

Rootz LTD logoRL

Customer Operations & RG Manager

Rootz LTD

May 2020 - Jul 2024 (4 years 2 months)

During my time in this role I went from leading a small team of 2nd Line agents, to managing three different teams; 2nd Line, Responsible Gaming and Customer Support. The latter I set up from the get go during early 2024, recruiting and training a team of of 8 agents.
I was also working very closely, on day-to-day basis with our external Customer Service team.

GG

Customer Support Team Leader

Aug 2017 - May 2020 (2 years 9 months)

Leading a team of 30-40 agents, together with four other Team Leaders, we were constantly ensuring not only the best customer service but the growth and wellbeing of our team.
We were working tirelessly to improve our KPI's, training our team to develop their skill set even further, in order to become the best Customer Support Team within the industry.

GG

Customer Support Advisor - RIZK

Mar 2017 - Aug 2017 (5 months)

- 1st line support via Live Chat and Email for casino brand Rizk
- Working towards and overcoming both personal and team orientated KPIs.

I proved myself to be a strong team player and always ensured the best customer experience for our players, whilst managing my own time and working hard towards the targets. This led me to be chosen as the next Team Leader for my team.

Education

Degrees, certifications, and relevant coursework

Luksia, Western Uusimaa Municipal Training and Education Consortium logoLC

Luksia, Western Uusimaa Municipal Training and Education Consortium

Travel Counselor, Tourism

2011 - 2014

Interested in hiring Johanna?

You can contact Johanna and 90k+ other talented remote workers on Himalayas.

Message Johanna

People also viewed

View all talent

Find your dream job

Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!

Sign up
Himalayas profile for an example user named Frankie Sullivan
Johanna Stavenhagen - Head of Customer Support - Consultant - Stavenhagen Consulting OÜ | Himalayas