Customer Support Department Head

7 days ago

Tallinn, Harjumaa, Estonia SK ID Solutions Full time €60,000 - €80,000 per year

At SK ID Solutions, we provide international electronic identity solutions, enabling secure e-service use and legally binding e-signatures. With offices in Estonia, Latvia, and Lithuania, we serve over 1,300 businesses across sectors like finance, healthcare, and education, reaching 4 million users in the Baltics and operating in 30+ countries.

We are seeking a

CUSTOMER SUPPORT DEPARTMENT HEAD

to lead our pan-Baltic support function and take full ownership of our customer support process across Estonia, Latvia, Lithuania, Finland and Belgium. This role is crucial for ensuring that our business customers and end-users receive high-quality, timely, and efficient support and that our service operations run with both excellence and cost-effectiveness.

Responsibilities

  • Lead the Customer Support department
  • Drive and continuously improve the customer support process
  • Analyze the process and performance to identify improvement opportunities.
  • Own the department's budget: planning, monitoring, and evaluating cost efficiency
  • Support employee development, engagement, and satisfaction
  • Ensure alignment with service quality standards, company strategy, and business goals
  • Work closely with other departments and partners

Your skills

  • 3–5 years of experience in service delivery or support leadership, or in the role of Process Manager or Quality Manager
  • Experience from a service organization is essential
  • Proven experience with process-based management
  • Ideally experience with both B2B and B2C services (not only internal customers)
  • Strong analytical ability to track and optimize performance and contact cost
  • Experience in managing or working with distributed international teams is an advantage.
  • Leadership skills
  • Proactive problem-solver who sees improvement opportunities
  • Fluent English
  • Good command of at least one Baltic language (Estonian, Latvian or Lithuanian)

Company offers

  • Opportunity to grow professionally in a company that values employee well-being
  • Opportunity to contribute to innovative trust and authentication solutions
  • Annual holidays up to 33 calendar days. Additionally, 1 extra calendar day for each year in SK
  • Health insurance
  • Hybrid work from our Estonian, Latvian or Lithuanian office
  • Sports compensation
  • Training budget
  • And many other benefits

If you have any questions, please contact Talentor Recruitment Consultant Külli Gutmann, , mobile

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