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Senior Customer Care Competences Manager

  • Applications are considered on a rolling basis
  • Poznań

We are looking for a Customer Care Competences Manager!

At F-Secure, we are committed to helping people and businesses be free in the digital world, without having to worry about cybersecurity.

We work hard to bring efficient solutions and services to our customers. We strive for growth and excellence in everything we do–developing new solutions, detecting new threats, and always looking for new perspectives. We have a proven track record that demonstrates our capabilities: patented innovations and award-winning products.

Being the best in the field requires a wide variety of skills. In Customer Advocacy, we are working closely together with different functions from Sales and Marketing to Product Management and R&D to create the most exciting and leading cybersecurity products and services to our customers.

The Customer Care team consists of highly dynamic Cyber Security professionals all across the globe with a common passion and dare for being the best. In this role, you will help us create the best Support experience for our various customers. We've been working years to acquire and retain highly skilled individuals, do you want to be part of us?

Key responsibilities in this role:

  • Leading and coordinating our global Customer Care quality operations.
  • Mapping the competencies and skills of the Customer Advocacy resources and analyzing the needs and requirements from Customer Care Operations, stakeholders and our Customers.
  • Being responsible for the Service readiness of our new products and services.
  • Constantly improving our ways of working to achieve high Customer and employee satisfaction.

What we offer:

  • A unique chance to build up a unified quality and competence framework which will be used by our global Customer Advocacy operations!
  • An active role in the dynamic Customer Care and Customer Advocacy organizations. We do what others talk about!
  • Working together with dedicated and talented Fellows who will support you wherever they can
  • A flexible working environment where we put a lot of emphasis on our employees´ wellbeing. Customer Care constantly reaches the highest employee satisfaction scores at F-Secure and we are very proud of it!

And of course, we offer competitive salary and benefits including health care, life insurance, remote working, company supported sports activities, training budget, language classes and many more things to keep our best asset – people - happy! With this role, we may offer a relocation package for people who dare to be the best and decide to move to Poznań.

Work with great people

Javier Moreno
Senior Security Consultant
"My passion for security comes from understanding how things work. Once you do, you can control it"
Karolina Malagocka
Senior Service Marketing
"At F-Secure we see the value of each and every person"
Zuzanna Kunik
Junior Data Scientist
"As a data scientist, I love working closely to data. As an extrovert, I love working with people. In my current role I’m doing both. "
Jonas Lundberg
Global Cyber Security Solution Sales
"I feel confident in selling our services that protect our customers. It's extremely stimulating and gives me a sense of purpose"
Kamil Janowski
Full-Stack developer
"With the use of the cloud and cutting edge technologies, F-secure makes programming great again"
Ruediger Trost
Pre-Sales Manager
"After more than 11 years, I still go to the office with a smile, even if it is a Monday morning =)"
Lead Quality Engineer
"I chose F-Secure because it gives you a great variety of experiences that you can benefit from the security perspective. "
Lead Software Engineer
"You don’t feel like working in a big company, people are open and the atmosphere is very good"
"Every day comes with new challenges and surprises so it is impossible to get bored, especially in my team."
Junior Developer
"In my opinion F-Secure is the best place to work in Poland especially because here you have a lot of freedom at work. "
Senior Systems Engineer
"Best part of my current work is to have a real influence on the direction my team and work is going in."
Tinus Green
Information Security Consultant
"The fact that MWR performs research driven security work is the reason I work here."
Sean Nel
Senior Software Engineer
"If you like working on cool, new stuff with lekker people"
Annike Taljaard
Associate Information Security Consultant
"With the supportive company structure, we are encouraged not just to grow, but to grow in the direction that we want."
Jaco Erasmus
Ruby Developer
"In my two years at MWR, It has been amazing to work for an industry-leading company with a very energetic, positive and engaging culture."

Skills & Requirements

What we expect you to bring to the table:

  • At least 3 years of Management experience in a Quality analysis in a Customer Care environment

  • Background in Competence management both for soft skills and technical aspects.

  • Experience in working in an international, multi-cultural environment.

  • To be interested in numbers and people.

  • Hungry to learn more, every day.

  • A wicked sense of humor (we’re kind of a special crowd …;)

Both within our existing service offering and new exciting cyber security solutions there is significant potential for further success in the market – if you are the right person to pursue and realize this success – this is a very rewarding position within F-Secure.

See yourself here? Bring your best self and apply now with your CV and application with salary request

Great Place to Work

  • Over 1,600 amazing colleagues in 25 countries

  • Possibility to protect the world

  • Work with best of class experts who care

  • Relaxed, open and fun working environment

  • 32+ of nationalities

  • Global with the spirit of a small company

About the company

At F-Secure, we are committed to helping people and businesses be free in the digital world, without having to worry about cyber security. Every day, our Fellows face the daunting challenge of outsmarting those that disrupt the digitalized world. A difficult task, we know, but something we all come together to do for our customers. We make the world a safer place.

Our Fellowship of people have a shared interest in being successful together and being open and honest with each other. At F-Secure, we meet each other as equals, but challenge each other’s ideas – we believe this makes us all better and creates a more secure environment for our customers.

As an F-Secure Fellow, you’ll be joining a tight knit network of over 1,600 colleagues, spread over 25 offices around the world. To us, Fellowship means that what we do together is more important what I do. At F-Secure you will be part of our Fellowship. Be who you are – bring your best self.

1988F-Secure established under the name Data Fellows

1992First public hysteria about a computer virus

2002First Antivirus for mobile phones

2009F-Secure's next step into the cloud

2010The trouble with cyber espionage

2016F-Secure aims to become the leading European cyber security company

2003It begins... MWR InfoSecurity is founded.

2006MWR publishes it's first security advisory, an early step in establishing our research-led culture

2006Our first presentation at DEFCON, the first of many successful security conference appearances

2008We officially launch MWR Labs, the home of our leading security research, resources and testing tools

2008HackFu, our unique themed cyber security experience kicks off, becoming an annual fixture.

2010MWR secures its first of multiple pwn2own wins, this time finding a major vulnerability in Apple’s Safari browser

2015Launch of Countercept, a managed attack detection service leveraging the years of cyber security expertise within MWR.

2018MWR InfoSecurity joins the F-Secure family which leads to a presence in a total of 5 continents

Olivier Pierrot | Hiring Manager

I'm interested

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