Process Specialist

We are looking for a Process Specialist Customer Service to join St1, an innovative leader in the energy sector.In this newly established role, you will support, develop, and create new processes for our Customer Service function, as well as enhance existing ones. This is not a Customer Service Agent role, but a key position within the Customer Service management team, focusing on process development and operational excellence across all teams. You will report to the Customer Service Manager.This is a local role based in Finland, but you will work in close collaboration with our Process Specialists in Sweden and Norway to ensure harmonized Customer Service operations across the Nordics.In this role, you will have the opportunity to design and implement impactful processes that strengthen collaboration and ensure seamless customer service operations.Key Responsibilities of the Role• Develop and maintain customer service processes and ensure all necessary guidelines are up to date.• Own and manage the contents of knowledge bases in Salesforce (e.g. Knowledge Articles, Templates and Quick Text), including how-to guides, FAQs, and troubleshooting tips.• Support and coordinate the customer service quality assurance process (quality checks executed by team leaders).• Ensure onboarding plans for customer service teams are in place (execution handled by team leaders).• Act as the main administrator and key contact for the customer service phone system, working closely with our partner to develop and optimize the platform.• Collaborate closely with internal stakeholders across the organization, such as Business Support, Sales teams and Retail teams.What We Are Looking For• A degree in engineering or business (e.g. B.Eng. or BBA), or other relevant education supporting the role.• A minimum of three years of experience in a similar process development role is expected.• Strong analytical and process-oriented mindset, with the ability to see the big picture and understand customer service needs.• Ability to perform under pressure and meet deadlines.• Curious and proactive mindset with strong analytical and problem-solving skills.• Excellent communication skills in English and Finnish; Swedish language skills are seen as a plus.• Good skills in MS Office and Salesforce.• A structured, detail-oriented, and proactive approach, combined with adaptability and enthusiasm for change.In addition to your professional skills, we value qualities that reflect our shared strengths at St1: honesty, respect, and the ability to communicate constructively. We appreciate a customer- and outcome-driven mindset, high ethical standards, and a genuine desire to learn and evolve – both individually and together. You thrive in independent work but also contribute to a collaborative, inspiring atmosphere.Why Join Us?At St1, we are committed to growth, collaboration, and purpose. We offer meaningful work in a respectful and inclusive environment, where you can influence your own development and be part of the energy transition. With strong team spirit, transparent communication, and a culture of learning, we empower our people to grow beyond and be the spark that drives change. You’ll be part of a collaborative and forward-thinking team that values continuous learning and innovation.We offer you a versatile and challenging working environment where you get the opportunity to develop yourself and work with new concepts and business models. You'll be part of a team of professionals who are truly passionate about their work and mission. At St1, you can see and be part of the whole value chain of energy transition in a constantly growing and innovative Nordic energy company with a clear vision and drive. We offer career advancement opportunities and are committed to supporting your professional goals and helping you develop your skills within our organization!As an employee benefit, we offer our staff a competitive bonus system, participation in personnel fund, lunch, sports, and cultural benefits, leisure-time insurance, and comprehensive occupational health care. There are also staff benefits at our marketplaces.The workplace is located in Helsinki (Tripla), with excellent public transport connections. The position is full-time and permanent.Interested? Would you like to join us in driving the energy transition?If you are looking to make a significant impact within a leading company, we would love to hear from you. Please submit your application, including your resume detailing your qualifications and experience, to Barona’s career database by Wednesday 5th November 2025.We begin reviewing applications during the application period, so we encourage you to submit your application as soon as possible.Please note that, due to GDPR regulations and for security reasons, CVs and applications sent directly via email or other channels will not be considered.We at St1 value and actively promote diversity in all our personnel groups and are committed to supporting diversity, equity and inclusion in our organization. We welcome applications from people of different backgrounds, ages, and genders, as well as from language, cultural and other minorities.For more information kindly get in touch with Senior Recruitment Consultant Krista Pulkkinen, +358 50 505 7715 or krista.pulkkinen@barona.fi. The recruitment process is carried out in cooperation with Barona.