Global Customer Service Process Leader

Blueprint Genetics; Espoo; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Performance-based bonus

Extensive occupational healthcare

Sports

Culture & wellbeing benefit

Mental wellbeing with Auntie

On-site gym membership

Team events

Office parties

Job summary

Blueprint Genetics is seeking a Global Customer Service Process Owner in Espoo to define, govern, and continuously improve end-to-end customer service processes across regions. You will collaborate with regional managers, cross-functional teams, and stakeholders to ensure compliant, scalable operations that deliver an excellent customer experience.

The role offers a chance to shape global processes, systems, and ways of working within a growing organization, working in a multicultural

Qualifications

• Bachelor’s degree in Business Administration, Life Sciences, or a relevant field.
• 5+ years of experience in customer service, operations, process management, or a related field.
• Experience in global or multi-regional operations and cross-functional, multicultural environments.
• Proven experience in process improvement, implementation, and change management.
• Experience with CRM and customer service platforms, such as Salesforce and Service Cloud.

Responsibilities

• Owning and governing global customer service processes, policies, SOPs, and work instructions.
• Driving process standardization, continuous improvement, and change management across regions.
• Collaborating with regional teams to implement and continuously improve global processes.
• Defining and monitoring KPIs, SLAs, and other performance metrics.
• Identifying improvement opportunities based on customer feedback, non‑conforming event data, and business needs.
• Driving automation, digitalization, and system development initiatives.
• Defining business requirements for customer service‑related systems and software development.
• Providing training, guidance, and support on global processes and best practices.
• Ensuring compliance with regulatory requirements and company policies.
• Owning the Blueprint Genetics account setup process and ensuring global alignment.
• Collaborating with cross‑functional teams to align policies, procedures, and resolve process‑related issues.
• Creating and reviewing customer communication templates related to customer service processes.

Skills

Process improvement

Cross-functional collaboration

CRM platforms (Salesforce)

Data analysis

KPI development

Project management

Communication skills

English proficiency

Finnish preferred

Education

Bachelor’s degree in Business Administration/Life Sciences

Tools

Salesforce

Service Cloud

Job description

Blueprint Genetics is seeking a Global Customer Service Process Owner in Espoo to define, govern, and continuously improve end-to-end customer service processes across regions. You will collaborate with regional managers, cross-functional teams, and stakeholders to ensure compliant, scalable operations that deliver an excellent customer experience.

The role offers a chance to shape global processes, systems, and ways of working within a growing organization, working in a multicultural