Customer Support

• Act as the responsible technical contact person within the project scope — both internally and externally
• Provide opinionated technical leadership tailored to the project and client context
• Facilitate technology choices, architecture decisions, and ways of working that align with project goals and organizational standards
• Ensure that security and compliance requirements are understood and fulfilled throughout the development lifecycle, both in the ways of working with AI tools and the actual solutions the team builds
• Oversee and contribute to the creation of documentation to support onboarding, operations, and continuity (including updating relevant entries in Power)
• Identify and flag new sales opportunities and proactively communicate them to the Sales team
• Provide technical support in sales cases, especially within your client relationships or specific industry domain
• Strive to overcome technical and organizational challenges with creativity and resilience
• Ensure the project team has the capabilities needed to succeed, and knows how to leverage Futurice’s internal resources and external partner networks effectively
• Foster a culture of continuous improvement, learning, and openness.

Lead Developer – Customer Experience Solutions

• johtat noin 15 kokeneen asiantuntijan Customer Care -tiimiä
• varmistat laadukasta palvelua kaikissa asiakas kohtaamisissa
• osallistut palvelumallien kehittämiseen
• hyödyntäminen AI:ta, dataa ja automaatiota tiimin työssä
• rakennat selkeitä toimintamalleja ja varmistat palvelun skaalautumisen

Customer Care Team Manager

• Be the first line of contact for our B2B customers within Kitchen Retail
• Providing invaluable service to get them through the day
• Taking care of sales orders, handling inquiries, managing claims, and providing product information

Customer Service Specialist

• Support global customers across multiple channels, including Zendesk, social media, and other communication platforms
• Communicate with users in a friendly, professional, and human-centered way, representing the company’s voice
• Investigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions
• Escalate bugs and product issues with clear documentation and actionable insights
• Generate and manage reports on customer experience metrics and satisfaction levels
• Monitor trends and recurring issues to inform product and customer experience improvements
• Contribute to customer experience strategies and initiatives that elevate service quality
• Collaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience
• Create and maintain documentation, knowledge base articles, and internal processes
• Manage multiple projects and priorities effectively in a dynamic environment

Customer Support Specialist

• Serve as the regional subject matter expert and operational lead for rollouts within the SAP S/4HANA ERP program.
• Oversee the regional deployment of the Quote to Cash and Service to Close processes from design through realization, acting as the regional extension of the Global Workstream Manager.
• Support local business units in adopting the global processes defined in the ERP template and identify local business requirements where solution enhancements may be needed.
• Lead regional rollouts of the SAP S/4HANA Quote‑to‑Cash and Service‑to‑Close processes, including analysis, design, system build, data migration, testing, training, cutover, go‑live, and hypercare.
• Facilitate workshops for process design, fit‑to‑standard analysis, gap identification, and solution definition, acting as the regional extension of the Workstream Manager.
• Ensure delivery quality and governance by maintaining clear documentation, validating business readiness, coordinating dependencies, and adhering to program milestones.
• Drive change and stakeholder management by supporting process adoption and training, collaborating with business areas, IT teams, and partners, and helping balance scope, cost, quality, and timelines.

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