Head of Customer Service

We are looking for a Head of Customer Service (parental leave cover, fixed term, full time) to lead our Customer Service Team within the eCommerce & Web Service Unit. At Valve, we provide exceptional support to our technology customers, managing a diverse portfolio of digital services for our clients across WordPress, WooCommerce and our own Wake platform with service agreements.

What are we looking for from you?

For this role, we are seeking a leader who can effectively manage the customer service team, while maintaining high standards of service delivery and identifying growth opportunities. You should be skilled at overseeing day-to-day operations, optimizing processes, and implementing strategic initiatives that enhance customer satisfaction and team performance while growing existing client relationships.

In addition, a successful Head of Customer Service demonstrates strong communication abilities, excels at problem-solving, and can adapt to changing circumstances while maintaining team motivation and effectiveness. You'll work collaboratively with developers, designers, and project managers within the eCommerce & Web Service Unit to meet our customers' needs.

Responsibilities

• Managing the Customer Service Team's daily operations and performance
• Setting and monitoring team performance targets
• Optimizing customer service processes and procedures
• Strategic planning and goal setting for the department
• Identifying and pursuing growth opportunities with existing clients
• Improving clients' existing digital platforms
• Coordinating resources to meet customer needs
• Overseeing effective resolution of customer issues
• Contributing to continuous improvement of support processes
• Managing and developing staff performance

Skills, knowledge and experience

• Proven track record in customer service leadership
• Experience in managing service delivery teams
• Strong understanding of technology service delivery
• Demonstrated ability in process optimization
• Excellence in client management
• Strategic planning and execution capabilities
• Experience in setting and achieving performance metrics
• Strong problem-solving and decision-making abilities
• Track record of growing client relationships

Please write your application in English and include the following:

• Detailed description of relevant leadership experience
• Examples of successful customer service initiatives you've led
• Approach to team management and development
• Experience with performance metrics and optimization
• Examples of growing client relationships and revenue

What do we offer? 

You'll be part of the eCommerce & Web Service Unit, reporting to Tom Hurd, Business Director, with the opportunity to shape and develop our customer service operations. The role includes a performance-based bonus tied to team performance.

We offer competitive salary and benefits, including:

• Professional tools and processes
• Comprehensive occupational healthcare
• Modern office in Vallila with roof terrace
• HSL travel benefit
• Bicycle benefit
• Lunch, sports & culture benefits
• Salary Range: 4500€ - 5500€

Duration of the fixed term: Parental leave cover, estimated duration until April 30, 2026.

The position will be filled as soon as a suitable candidate is found.