Head of Customer Service

Virta Ltd; Helsingin seutukunta; On-site; EUR 60 000 - 90 000; Full time

Job summary

Join Virta Ltd as the Head of Customer Service, where you'll lead and inspire high-performing global support teams. Your role will involve optimizing customer service operations and ensuring exceptional satisfaction for B2B and B2C clients across 30+ countries in an international growth environment.

Benefits

Comprehensive onboarding

International growth opportunities

Qualifications

• 5+ years’ experience leading global customer service teams.
• Track record managing outsourced support organizations.
• Exceptional leadership and people management skills.

Responsibilities

• Lead and develop global in-house and outsourced customer support teams.
• Drive performance and optimize operations for customer satisfaction.
• Collaborate with internal teams to align support with business goals.

Skills

Leadership

Customer-centric mindset

Problem-solving

Analytics

Job description

Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Virta is seeking a dynamic Head of Customer Service to drive our global support operations and ensure outstanding satisfaction for both B2B and B2C customers across 30+ countries.

As our Head of Customer Service, you will lead and inspire both in-house and outsourced support teams, championing a culture of excellence and continuous improvement. You’ll be responsible for optimizing our support operations, proactively identifying opportunities to enhance the customer journey, and ensuring we scale our service to match our rapid growth.

You’ll collaborate closely with internal teams and external partners, turning insights into action and making Virta the easiest and most reliable choice for our customers. In this role you will report to VP of Operations.

Key Responsibilities

• Lead & develop teams: Manage and develop global in-house and outsourced customer support teams, with full P&L responsibility.
• Drive performance: Oversee day-to-day operations, ensuring high-quality technical and non-technical support for both B2B and B2C customers.
• Optimize operations: Develop and implement customer service policies, procedures, and SLAs to drive efficiency and satisfaction.
• Enhance customer experience: Identify and address pain points, reduce number of support contacts, and turn customer feedback into actionable improvements.
• Cross-functional collaboration: Work closely with Sales, Engineering, Product, Customer Success, and Finance to align support with business goals.
• Leverage technology: Continuously implement AI and automation to enhance service quality and prevent recurring issues.
• Partner management: Lead partner selection, contract negotiations, and manage relationships with external vendors and support providers.
• Performance management: Monitor, analyze, report and continuously improve customer support performance and trends, KPIs, and customer satisfaction metrics.
• Crisis management: Manage escalations and contribute to major incident communication and resolution.
• Knowledge management: Co-own and develop internal and external knowledge resources.

What We’re Looking For

• 5+ years’ experience leading global customer service and technical support teams with success
• Proven track record managing outsourced support organizations
• Experience leveraging AI in customer service is a strong plus
• Exceptional leadership, people management, and team-building skills, both leading cross-functional customer support teams as well as the ability to build relationships and influence stakeholders at all levels of the organisation
• Customer-centric mindset with strong cross-functional collaboration and problem-solving abilities
• Structured approach to work with strong ability to utilize analytics to drive results
• Excellent communication skills in English (Finnish, Swedish are an advantage)

What We Offer

This role is a great opportunity to enter an international growth company and build your expertise with diverse group of individuals from over 30 countries. We offer smooth and comprehensive onboarding to support your professional growth.

Who are we?

We are very proud of the culture we’ve created together at Virta, and we would love for you to experience it as well. Here, you can get a sneak peek into what makes Virta’s culture so special. Please, check our culture handbook here.

Ready to make and impact?

Please apply by sending your CV & cover letter by 3rd of August 2025. Please note that both application review and interviews are held in August.

Facts & Figures about Virta

• Virta is Europe’s fastest growing electric vehicle charging platform
• One of the leading global EV charging platforms and charging networks in Europe
• Virta is among the rare 65 companies that made the FT 1000 list four consecutive times.
• 30+ countries with charging networks on the Virta platform
• Headquarters: Helsinki, Finland
• Offices: Berlin, Stockholm, Paris, London, Singapore, Bucharest
• 200+ employees
• 500 000+ charging points in the roaming network