Lead Customer Experience Manager

5 days ago

Helsinki, Uusimaa, Finland LeadDesk Full time

**Job Title:** Lead Customer Experience Manager

**Location:** Helsinki

**Job Type:** Full-time

**Salary:** EUR 5500-6500 per month + EUR 12000 BSC target per annum (bonus payout cycle quarterly)

We're seeking an experienced Lead Customer Experience Manager to lead our technical support team in Helsinki.

This is a full-time position with a competitive salary and benefits package.

The successful candidate will have a strong technical background, excellent leadership skills, and the ability to navigate a fast-paced, customer-centric workplace.

  • Directly influence the efficiency and quality of our customer support operations and customer satisfaction.
  • Lead two international teams consisting of team leads, centralized 1st line solution specialists, and more technical system specialists/service operators working in Helsinki and Östersund.
  • Collaborate closely across the organization with cross-functional teams, including sales, customer success, product development, and site reliability engineering to drive continuous improvements and fast issue resolution.
  • Opportunity to enhance your leadership and problem-solving skills while advancing your career in a dynamic and fast-paced environment.
  • Flexible office hours and a hybrid work model: You work mainly with the centralized support team at the Helsinki HQ office with an option to work remotely 1-2 days per week.
  • Be part of a publicly listed software company that develops its own business critical solutions to 2000+ clients and is committed to innovation.
  • Experience a truly international work environment, collaborating with talented colleagues from 27 nationalities across 8 countries in a multicultural and diverse setting.

Key responsibilities as a Lead Customer Experience Manager at LeadDesk include:

  • Ensure that we meet our support KPIs (response times, resolution rates, CSAT) and implement development initiatives for continuous improvement.
  • Lead, mentor, and manage a team of technical support specialists to ensure high performance, collaboration, and customer satisfaction.
  • Drive issue resolution by working closely with sales, customer success, product, and engineering teams in a matrix environment.
  • Serve as an escalation point for complex customer issues, providing hands-on problem-solving assistance.
  • Develop and refine support processes, ensuring efficiency, scalability, and alignment with business goals.
  • Foster a culture of customer-first thinking, ownership, and problem-solving.

What success looks like in this role includes:

First 3 months:

  • Support KPIs on Track: Ensure response times, resolution rates, and CSAT scores meet or exceed current company benchmarks.
  • Team Leadership Established: Build relationships with the technical support team, understand individual strengths and areas for growth, and establish regular coaching and feedback sessions.
  • Cross-Functional Collaboration Initiated: Build great cooperation with closest stakeholders in sales, customer success, product, and engineering teams.
  • Initial Process Evaluation: Identify inefficiencies in current support workflows and propose at least one key process improvement initiative.

First 6-12 months:

  • Team Growth & Development: Implement a training and development program for support specialists.
  • Customer-Centric Initiatives Launched: Identify and introduce proactive support measures, such as streamlining of processes, improved documentation, knowledge bases, or automated troubleshooting.
  • Enhanced Escalation & Resolution Speed: Streamline and improve current escalation policies to achieve faster resolution rates.
  • Stronger Collaboration with Product & Engineering: Establish a structured feedback loop where support insights drive product and engineering decisions, ensuring at least one impactful product enhancement is implemented based on support data.

**Requirements**

We're looking for a highly skilled and motivated individual with:

  • Technical Expertise: Strong understanding of software systems, troubleshooting methodologies, and support best practices. 3-5 years of experience in working in technical support in a software company.
  • Leadership experience: Minimum of 3 years of experience in managing and developing technical support teams.
  • Customer-Centric Mindset: Passion for delivering exceptional customer experiences and resolving complex issues.
  • Problem-Solving Ability: Analytical and strategic thinker who thrives in a high-pressure, fast-paced setting.
  • Bachelor's or Master's degree in Business Administration, Management, Information Technology, or a related field.
  • Communication Skills: Excellent verbal and written communication skills in English, with the ability to engage both technical and non-technical stakeholders.

Additionally, having experience in SaaS companies, working in B2B and/or business critical software, and knowledge of cloud computing, APIs, databases, or other relevant technical domains would be beneficial.

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