Head of Customer Experience (Finnish speaking)
About the role
This is a hands-on leadership role for someone who enjoys developing people, improving processes, and taking real ownership of how a CS function operates. You’ll have the freedom to make changes, test ideas, and see the impact of your work without unnecessary layers of approval.
You’ll be responsible for leading and developing the team, ensuring strong day-to-day operations, and building the structure and processes needed for the CS function to grow alongside the company.
Key responsibilities
- Lead and develop the team
- Run regular one-to-ones with each agent – understanding how they’re doing, what they need, and where they want to develop
- Give consistent, specific feedback on performance, both recognition and development points
- Set clear individual goals and track progress against them
- Build and maintain a development path for team members
- Create and sustain team motivation initiatives
Operational ownership
- Own the day-to-day running of customer support across both brands
- Manage shift scheduling, coverage, and holiday planning
- Monitor and report on team KPIs
- Handle escalations and complex customer cases
- Ensure service quality standards are maintained and constantly improved
Process and structure
- Build and maintain a clear roadmap for the CS function – where the team is heading and why
- Own the CS knowledge base and documentation
- Identify process inefficiencies and drive improvements through to completion
- Manage task tracking and visibility so priorities don’t get lost
What we’re looking for
- Proven experience leading a CS team
- Someone who takes ownership and is comfortable making decisions and driving things forward
- A hands-on leader who enjoys both developing people and improving processes
- Someone who is motivated by building structure and helping a team grow
Our partner and its culture
You’ll take responsibility for your area rather than waiting for sign-offs from several people to make a change.
If you have an idea, you can test it, implement it and see the result – no waiting for the approval for half a year from the board.
What you build goes live and makes a difference.
Grow as the company grows. We’ve gone from 3 people to almost 20, and there’s real room for you to develop alongside that growth.
You’ll work from a penthouse office in the heart of Tallinn Old Town, with a sauna and a large terrace for grilling and spending time together.
Remote work is possible.
We also believe in spending time together outside of work. There are monthly team events – whether it’s a spa week in the Finnish countryside, a race day in Tallinn, poker nights, or a Christmas dinner with a genuinely home-like atmosphere.
And throughout the year, the team gets the chance to travel together on company trips, combining great destinations, memorable experiences and plenty of time to properly switch off and enjoy each other’s company outside the usual work environment.