Operational Specialist

LeadDesk Plc; Helsinki; Hybrid; EUR 36,000 - 52,000; Full time

Benefits offered by this job

Hybrid work model

Lunch and culture/sports benefits

Company events

Job summary

LeadDesk Plc in Helsinki is seeking an Operations Specialist to own end-to-end numbering requests for customers across Europe. You will coordinate with internal teams and telecom operators to ensure compliant, timely delivery of virtual numbers within our SaaS platform.

The role emphasizes structured processes, strong written communication, and cross-functional collaboration with sales and support. Start date in the near term; hybrid work with 3 days at the Helsinki office per week.

Qualifications

• Customer-first mindset and professional communication with customers
• Structured, precise approach and good logical thinking
• Patience to follow detailed processes consistently
• Ability to learn and navigate multiple IT systems and portals
• Excellent written communication for ticket-based work

Responsibilities

• Provide excellent service experience in every request, directly or via stakeholders
• Process numbering requests across all countries LeadDesk operates in
• Review and verify required documentation for each order
• Order numbers and coordinate routing with telecom operator partners
• Act as the link between sales, customers, and operators to keep orders moving
• Support numbering-related tickets including number activations
• Manage workload during busy or seasonal periods

Skills

Customer service

Written communication

Finnish fluency

English fluency

Attention to detail

Stakeholder communication

Process orientation

Multitasking with IT systems

Job description

Would you like to play a key role in an operationally critical process, one where doing the detailed work properly keeps everything running smoothly for our customers?

Nice to meet you! I'm Milja Valentine, a Senior Talent Partner at LeadDesk. Together with Sanna Mutka, our CPaaS (Communications Platform as a Service) Director, we're now looking for an Operations Specialist to join our team in Helsinki.

As part of our SaaS solutions bringing together customer communications for businesses across Europe, we provide virtual phone numbers to enable connectivity within the platform. In this role, you'll own customer requests related to opening and maintaining phone numbers end to end: coordinating with internal stakeholders, checking the documentation each order needs, ordering the number, coordinating with our telecom operator partners, and making sure every step follows the correct process. While it may not be the most visible role, it is critical to keeping our solutions running and keeping LeadDesk compliant and trusted across every market we operate in.

What's in it for you

• Own a well-defined, specialised area, and once you've learned it, it's yours to run
• Room to go deeper. As you grow into the role, you'll take on more complex cases, not just the basics
• Good support to succeed: you'll be paired with an experienced colleague who knows numbering inside out and mentors you from day one, and you'll sit alongside our support team, so you're never solving things alone
• If you enjoy structured work with a defined sense of progress and completion, this role will suit you well
• International playground. Collaborate with colleagues from 27 nationalities across our 7 countries
• Be part of a publicly listed SaaS company that builds its own technology and keeps investing in product and innovation
• Flexible and hybrid. Enjoy work-life balance with flexible hours and a hybrid model, 3 days a week at our HQ Helsinki office in Kallio
• We enjoy spending time together through company events and team activities. Our welcoming office is stocked with snacks and benefits include lunch and culture/sports benefits.

What you can expect as an Operations Specialist at LeadDesk

• Providing an excellent service experience in every request, whether you're working directly with a customer or through other stakeholders
• Processing numbering requests for LeadDesk customers across all the countries we operate in, each governed by its own regulations
• Reviewing and verifying the documentation each order requires
• Ordering numbers from, and coordinating routing with, our telecom operator partners, sometimes directly in their portals
• Acting as the link between sales, customers and operators to keep orders moving, and making sure everything is handled according to the correct process
• Supporting other numbering-related tickets, including number activations
• Managing your queue through busier, seasonal periods when ticket volumes increase

What success looks like in this role in the first 6 months and beyond

• Customers can rely on their numbering requests being handled smoothly and professionally
• You can independently handle the majority of routine customer requests from start to finish
• You've started to build a solid understanding of the regulatory requirements in each country you support
• You've built strong working relationships with key stakeholders across the operations function and other teams, such as sales
• You're not afraid to challenge a request when it doesn't follow the correct process, and you know when to raise it yourself or seek support

Must-haves

• A customer-first mindset and the ability to communicate clearly and professionally with customers
• Previous experience working with customers or stakeholders, whether through work or studies
• A structured, precise approach and good logical thinking skills
• Patience to follow detailed processes consistently, even when the work repeats
• The confidence to raise an issue with a stakeholder when something needs to go through the correct channel
• Fluent in Finnish and English, spoken and written
• Comfortable learning and navigating several IT systems and portals in parallel
• Excellent written communication, since most of the work happens through tickets and written correspondence

We don’t expect your previous experience to be a perfect match for this role, and you don’t need any prior experience with numbering or the other role‑specific topics either. We’ll teach you the specifics you need to know as part of your onboarding and support you as you get up to speed. What matters most are your core skills, your eagerness to learn, and your willingness to take ownership. These are the things that will help you succeed in the role.

So, if the role sounds interesting but the field itself is completely new to you, don’t let that hold you back from applying!

Nice-to-haves

• Fluency in another European language, such as Swedish, Norwegian, Danish, Dutch, German, or Spanish
• Previous experience in written customer service
• Experience using ticketing systems

Practicalities

• Location: Helsinki HQ (hybrid work model, 3 days a week at the office)
• Employment: Full-time, permanent
• Start date: January 2027, or as agreed.

About LeadDesk

At LeadDesk, our purpose is to simplify human connections between organisations and people across Europe. Our AI-powered cloud platform is a single solution for outbound sales, inbound sales, and customer service, enabling hundreds of millions of customer interactions every year.

When it comes to our employees, we believe that each of us is a Leader. Someone with a lot of ambition, drive, and readiness to take (and receive!) ownership from day 1. You're now part of an exciting journey, helping LeadDesk become Europe's most trusted AI-driven, voice-first customer interaction platform.

We welcome people from all backgrounds and walks of life. Our people represent a wide range of cultures, nationalities, and perspectives. We hire based on skills and potential, and we're committed to providing equal opportunity for all applicants.