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.
Johanna Stavenhagen
@johannastavenhagen
Customer Support leader focused on empathetic leadership, team rapport, and customer success.
What I'm looking for
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
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.
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.
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.
- 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
Travel Counselor, Tourism
2011 - 2014
Tech stack
Software and tools used professionally
Availability
Location
Salary expectations
Job categories
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