Head of Customer Service and Admin

Join our a+ team! At Accountor Software , we are forerunners for the future. Together, we help and support thousands of companies to manage their business better and more efficiently. We do this by providing the best financial management software and services on the market.  

What your future looks like at Accountor

Join our dynamic team as the Head of Customer Service and Admin! We are on the lookout for a strategic leader who can drive excellence, inspire collaboration, and elevate our customer service function to new heights. Our customer service function serves the customers for our five financial management software products Procountor, Ecom, Isolta, Apix, eTasku. This is not just another job - it's a chance to make a real impact and shape the future of our organization. Your key responsibilities in this position would include: 

• Team Leadership and Performance Management: Build and lead high-performing teams, ensuring cohesion and motivation. You lead a team of 7 excellent Customer Service Team Managers and in total, you will have around 70 employees in your organization. 

• Process Excellence: Design, facilitate, and manage excellent processes organization-wide. Maintain high standards and customer satisfaction. 

• Strategic Vision: Draft and implement department strategy and budget. Continuously align with organizational goals. 

• Policies and Procedures: Draft, implement, and execute policies to enhance customer service quality. Establish performance metrics and KPIs. 

• Continuous Improvement and Feedback Analysis: Identify tech, equipment, and policy improvements for enhanced customer experience and retention. Implement methods to record, assess, and analyze customer feedback in collaboration with other teams. 

Most of your team is located at our headquarters in Espoo, but we also have locations in Turku, Tampere, Oulu, Jyväskylä, and Stockholm, and we work with a flexible hybrid model. 

With these skills you are one step ahead 

• A proven track record of great leadership, change management and customer service skills 

• Experience of leadership in a contact or service center environment and vision of modern customer service technologies, automatization, and the use of AI 

• Preferably experience in an international matrix organization 

• Robust analytical and problem-solving abilities 

• Excellent verbal and written communication skills in Finnish and in English 

Please note that we are actively following the process and might proceed with interviews also during the application period. If you want to know more about the position or Accountor, Sari Paulasaari (VP of Customer Success) will gladly tell you more. Call Sari at 0405707799 on Monday the 16th at 8-9AM or Tuesday the 17th at 8-9AM of September.  However, we cannot accept applications via email and ask you to kindly submit your CV via our recruitment portal. 

So why should you choose to work with us? Well, let us tell you! 

• Our people are the best in the business. We have a truly international team of professionals who are passionate about what they do. We are proud to have around 15 nationalities under our roof and to have achieved a gender division of 50-50 in our workforce, a rare feat in the tech industry. With a team of almost 400 spread across Finland and a tight-knit group of 15 in Stockholm, we are an industry forerunner in Finland and hopefully soon is Sweden too!  

• We offer fantastic opportunities for professional growth and development. With our in-house trainings and a yearly personal budget for professional development, we want to make sure that you can develop yourself as an expert in your field. Our company offers great career paths within our different products, projects, and countries.

• We have a comprehensive set of benefits that are designed to support your well-being and help you grow both personally and professionally. From a competitive bonus program (paid twice a year) to modern devices, we've got you covered. And with extensive occupational health services and a range of recreational benefits, we're committed to helping you maintain a healthy work-life balance.  

Apply between 6 September 2024 and 22 September 2024 23:59 (Europe/Helsinki)

Accountor FMS (Financial Management Software)

Accountor Software is a leading cloud-based financial management and HR SaaS software company supported by its tech-enabled services business. Our mission is to help our customers use the possibilities of modern technology and digitalization in their everyday work. For more information on our product portfolio, please visit our websites: Procountor, Ecom, Isolta, Apix, eTasku.