Customer Support Specialist

THE VOICE OF JOY

Role:
 Customer Support Specialist (Operational Lead) 
Vibe:
 
Make their day. Every single day.

THE MISSION:
 We are not looking for a "ticket closing machine." We are looking for the 
Heartbeat of JOY.
 As we scale globally from Finland, our customer support isn't just about solving problems—it's about fueling the "I Can I Will" attitude in every customer interaction. You are the frontline. You turn a frustrated customer into a lifelong fan.

YOUR PLAYGROUND:
 You will own and execute the 
entire D2C Support Ecosystem
:

• The Commander:
   You run the daily operations using 
  Gorgias
   (This is your lightsaber. You must know how to wield it).
• The Architect:
   You don't just answer emails; you build the systems. FAQ optimization, automated flows, and proactive support strategies.
• The Problem Solver:
   Managing returns, exchanges, and logistics questions with speed and empathy.
• The Tech-Savy:
   You embrace AI tools to speed up routine tasks so you can focus on the human connection.

THE HERO WE NEED:

• Language:
   Fluent 
  Finnish & English
   is a non-negotiable. (Swedish is a bonus).
• Experience:
   You have run CS for a D2C brand before. You know what a "ticket spike" feels like and you don't panic.
• Toolbox:
   
  Gorgias
   mastery is required.
• Mindset:
   You are flexible. Active. Eager to grow. You don't wait for permission to fix something that's broken.

THE SETUP:

• Location:
   Remote or at our HQ in VALO Hotel & Work (Helsinki).
• Hours:
   Flexible. We don't clock-watch, we result-watch. But we need you available when our customers need you.
• The Culture:
   We are the "I Can I Will" brand. We work hard, we sweat, we celebrate.