Customer Excellence Specialist

Description

Customer Excellence Specialist Location: Espoo, Finland Department: Customer Operations Reports to: Customer Operations Manager Employment type: Permanent Workplace model: Hybrid

Why this role matters:

As a Customer Excellence Specialist, you will be a key member of ICEYE's Customer Operations team, dedicated to delivering outstanding customer experience and support. You will manage customer requests, coordinate solutions, and ensure every customer interaction reflects ICEYE's commitment to excellence. Your work will directly contribute to customer satisfaction, retention, and advocacy—essential drivers of ICEYE's growth and mission impact.

Who We Are

ICEYE delivers space-based intelligence, surveillance, and reconnaissance (ISR) capabilities to governments and allied nations. This includes sovereign and turnkey ISR missions leveraging ICEYE's world-leading synthetic aperture radar (SAR) satellite technology, as well as access to data from the world's largest SAR satellite constellation. These capabilities enable partners to detect and respond to critical changes anywhere on Earth with unprecedented speed and accuracy – day or night and in any weather, supported by ultra high-resolution imagery and high-frequency revisits.

As a trusted partner for defense, intelligence, security, and maritime domain awareness, ICEYE's near real-time data creates a tactical advantage for mission-critical operations. Designed for dual use, the platform also serves civil protection and commercial users for natural-catastrophe intelligence, insurance, maritime monitoring (including oil-spill detection), and finance, contributing to a safer and more sustainable world.

For more information, visit www.iceye.com.

Role Summary

Reporting to the Customer Operations Manager, the Customer Excellence Specialist will be a key member of the Customer Operations team, focused on delivering exceptional customer service and support. This is a permanent role where you'll handle customer inquiries, coordinate solutions across teams, and ensure that every customer interaction is professional, responsive, and solution-oriented.

Key Responsibilities

• Manage and respond to customer inquiries through multiple channels (email, phone, ticketing systems)

• Coordinate solutions and troubleshoot technical and operational issues

• Document customer interactions and maintain accurate records in CRM systems

• Support onboarding of new customers

• Liaise between customers and internal teams (technical support, sales, operations) to resolve issues

• Identify customer needs and escalate where appropriate

• Contribute to continuous improvement of customer support processes

• Maintain a positive, professional tone in all customer interactions

What We Are Looking For

You will have:

• At least 3 years of customer support, customer service, or customer success experience

• Excellent written and verbal communication skills in English (native or fluent)

• Proficiency with ticketing systems, CRM platforms, and customer management tools

• Strong problem-solving and multi-tasking abilities

• Ability to remain calm under pressure and prioritize effectively

• Patience and empathy in customer interactions

• Strong organizational skills and attention to detail

• Understanding of SaaS, space technology, or complex B2B environments is a plus

• A proactive mindset and a commitment to contributing to our mission

What We Value

If you have the above experience, but aren't 100% sure if you match all these points, we encourage you to apply! At ICEYE, we believe that diverse backgrounds and perspectives are essential to building great products and teams. We are committed to building an equitable and inclusive workplace and actively encourage applications from people of all backgrounds.

What We Offer

• Competitive salary and benefits

• Opportunity to work on the world's largest commercial SAR satellite constellation

• Collaborative and dynamic working environment

• Learning and development opportunities

• Flexible working arrangements (Hybrid)

• Relocation support if needed

• In the Helsinki area: occupational healthcare

• A benefit budget to spend as you wish (for example, on sports, transport, wellness, etc.)

• Fun and impactful work contributing to global security and safety

Next Steps

If you are interested in this role, apply through this link. Our Talent Acquisition team will review your application and get in touch with you shortly.