Customer Operations Manager

As Secapp grows and expands internationally, we are looking for a skilled and experienced Customer Operations Manager to strengthen our team. Your work location can be Helsinki, Jyväskylä or Kuopio. Would you like meaningful work in which you play an important role? Secapp has grown for 15 consecutive years, and as we move into the next stage of growth, we are looking for a new colleague who wants to develop operations and can renew operating models using modern working methods and solutions. We value your interest in and practical understanding of how AI and automation can be used to develop your own work and processes. Are you also energised by training, customer interactions, technical problem-solving and tackling customer challenges? This role combines the varied duties of Technical Support and Customer Success in our After Sales team. Through hands-on work, you will actively develop practices together with the team. Our goal is to find solutions where AI, automation and effective processes make our experts’ work easier and help our operations scale as we grow. A genuine drive to get things done and enjoyment of expertise You are an experienced professional with a self-directed, proactive approach and a willingness to take responsibility and move matters forward purposefully. We value the perspective you bring from your experience and hope you will actively bring new ideas and best practices to the team. In customer work, you will be involved in everything from implementations and developing customer use to resolving more challenging technical problems. Your working day includes: - Resolving challenging customer cases together with the team, product development and other technical experts. - Planning and carrying out implementations. - Training customers to use Secapp according to best practices. - Investigating and resolving customers’ technical support requests and problems, identifying customer needs and actively pursuing additional sales. - Managing customer relationships. - Resolving matters related to integrations, user management and customers’ technical environments. - Continuously developing documentation, support processes and implementation practices, and making work smoother with AI, automation and other tools. What we expect from you: - A commercial orientation and previous experience, for example in SaaS implementations, training, technical consulting or other technical specialist roles working directly with customers. - Strong problem-solving skills, technical understanding and the ability to take charge of challenging customer situations. - Excellent communication and presentation skills, as working with customers is a significant part of your day. You can communicate naturally with customers and technical experts alike. - A systematic, self-directed way of working. You can work methodically even when several matters are on your desk at once. - Technical curiosity, problem-solving ability and a desire to learn. Previous experience with integrations, REST APIs, user management or environments such as SSO, AD and Entra ID will help you get up to speed quickly, but you do not need to know everything already. - Fluent spoken and written Finnish and English. - The ability to use AI tools fluently in your work and an interest in identifying new ways to use AI in customer work and developing our operations. - Suitable education for the role, for example in IT, a technical or commercial field, or equivalent competence gained through work experience. - Readiness to travel when required. Genuine opportunity to help set the direction There is a lot to take part in, so you need to be able to prioritise and keep track of everything. Practical customer work and operational development go hand in hand in this role. Together with the team, you identify areas for improvement, develop our ways of working and implement improvements in stages. You help ensure that our customers’ matters progress with quality while maintaining our high service standard. You will be supported by a skilled group of professionals from different fields, and you will have a genuine opportunity to influence how we work at Secapp. We do not leave colleagues on their own: we help each other and work together towards shared successes and goals. As an experienced expert, you can work independently, understand broad issues and take responsibility for customer relationships and moving matters forward. You actively identify ways to improve the customer experience, support processes, documentation and operating models, and are ready to put improvements into practice. You will also be able to influence the development of modern training methods and content. We offer you: - A varied expert role combining customer work, technical problem-solving, training and operational development. - Interesting, meaningful and responsible work where you can make broad use of what you have learned. - An opportunity to strengthen your skills in applying AI and automation in practical expert work. - Permanent employment. The work starts by agreement. - Diverse employee benefits, because you matter to us. We want to support employees’ well-being, satisfaction and professional development in many ways. - Up-to-date work equipment and a hybrid working model. We also work regularly at the office, but you can work remotely at times. Your workplace can be in Helsinki, Jyväskylä or Kuopio. Interested? Next steps We are getting ready on our end and look forward to receiving your application. Please submit it as soon as possible, and no later than 25 October 2026. We review applications during the application period. If you wish, you can include a video greeting when completing your application. The person selected for the role must pass a security clearance. Depending on your skills and experience, the salary range is €3,900–€4,400 per month. For more information about the role, contact Laura Leppänen on Thursday 15 October from 8–10 and Friday 16 October from 8–10 at 050 536 6048.