Head of Customer Support
Holvi, Finland
Job Description
We small business
We founded Holvi in 2011, in Helsinki. As self-employed people wading through oceans of paperwork, we noticed something funny going on traditional banks were giving us the cold shoulder. Why not help ourselves? we asked. And so, with time and effort (and lots of coffee), we mastered small business finance and Holvi was born.
Our vision is simple: Eliminate the distractions of financial admin and simplify work life, because running a business is hard enough. Small businesses shouldn’t have to worry about spreadsheets and lost receipts.
Since our inception as a pioneering fintech, we've experienced our fair share of challenges and growth. We explored different paths, and from those experiences, we've evolved. Today, we stand as a team-owned and profitable company, proud of our journey.
Right now, we’re looking for a Head of Customer Support to join our team in Helsinki. If you want to help us make self-employment a little easier, Holvi is for you.
Top-notch Customer Support
As the Head of Customer Support you lead the customer support function at Holvi. This includes not only leading and mentoring our team members but also taking the ownership of the development of our customer support channels, tools, and processes. Your primary responsibility is to ensure the delivery of a top-notch customer support experience for both our customers and our team members. Your leadership and expertise are essential in maintaining our commitment to excellence in supporting our customers.
A typical day could see you:
- Guiding, supporting and mentoring your team members in one to one meetings or team meetings
- Analysing customer support trends and identifying opportunities for improvement to enhance customer satisfaction
- Developing customer support channels, tools and processes to ensure an excellent customer experience and internal efficiency
- Collaborating with cross-functional teams to implement improvements and drive continuous improvements of the customer support function
- Utilising data analytics and customer support tools to assess customer support metrics, identify trends, and make data-driven decisions to improve service levels
- Setting monthly, quarterly and yearly goals and objectives for your area according to the overall company goals
Requirements
This is for you if you:
- Have 5+ years of proven experience in a leadership role within customer support
- Have strong understanding of customer service principles and best practices
- Passionate about delivering exceptional customer experiences
- Excellent communication, interpersonal, and problem-solving skills
- Proficiency in configuring customer support software and tools, especially Zendesk
- Ability to lead and motivate a diverse team in a fast-paced environment
- Are fluent in English and either Finnish or German, both written and spoken
It's a plus if you:
- Have previous experience from working in start-ups or growth companies
- Are familiar with digital services
- Have worked in a regulated field of industry
Think you're a good fit?
We’d love to hear from you! Send us your application by 24.3.2024 but don’t wait too long as we will fill this role as soon as we find the right person. If you want to learn more about the position, reach out to Jessika Franck at .
Benefits
You'll get:
- Employee stock options Opportunity for equity in Holvi
- Flexible working Flexible working hours and possibilities for remote working
- Comprehensive occupational healthcare
- Monthly benefit budget that can be used in multiple ways
- Work nice balance Weekly exercise hour, bi-weekly breakfasts, bi-annual team weeks and more
- The chance to shape this role around what's good for you and Holvi
Logistics
- This is a full-time position in our Growth team
- You’ll be headquartered in our sleek new office in Helsinki
Equal Opportunity Statement
At Holvi, we embrace diversity in all of its forms and foster an inclusive environment for all people to live their best work life. This is central to our mission of promoting a healthy balance in all things we do.
We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.