Customer Support Department Head

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 aCUSTOMER SUPPORT DEPARTMENT HEADto 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.ResponsibilitiesLead the Customer Support departmentDrive and continuously improve the customer support processAnalyze the process and performance to identify improvement opportunities.Own the department’s budget: planning, monitoring, and evaluating cost efficiencySupport employee development, engagement, and satisfactionEnsure alignment with service quality standards, company strategy, and business goalsWork closely with other departments and partnersYour skills3–5 years of experience in service delivery or support leadership, or in the role of Process Manager or Quality ManagerExperience from a service organization is essentialProven experience with process-based managementIdeally experience with both B2B and B2C services (not only internal customers)Strong analytical ability to track and optimize performance and contact costExperience in managing or working with distributed international teams is an advantage.Leadership skillsProactive problem-solver who sees improvement opportunitiesFluent EnglishGood command of at least one Baltic language (Estonian, Latvian or Lithuanian)Company offersOpportunity to grow professionally in a company that values employee well-beingOpportunity to contribute to innovative trust and authentication solutionsSalary range 4300-4900 euros grossAnnual holidays up to 33 calendar days. Additionally, 1 extra calendar day for each year in SKHealth insuranceHybrid work from our Estonian, Latvian or Lithuanian officeSports compensationTraining budgetAnd many other benefitsIf you have any questions, please contact Talentor Recruitment Consultant Külli Gutmann, kylli.gutmann@talentor.com, mobile +372 5565 8151.