Purpose of the Role

We didn’t just build another hotel system — we rethought how it should work for the future of experience-driven hospitality. Our customers say: “We love Moder because if you can read, you can use it.”

As Moder’s Customer Success & Onboarding Specialist, you’ll be at the heart of that mission — guiding customers from their very first steps with Moder to confident everyday use. You’ll turn what could be a complex system change into something that feels human, modern, and effortless.

You’ll join our Customer Success team — a tight, collaborative group focused on helping customers succeed from day one. The team also takes part in testing new features based on each person’s preferences, and we’ll train and support you if you want to be involved. 

Key Responsibilities

• Conduct onboarding sessions for new customers, ensuring a smooth and confident start.

• Handle incoming support requests across channels, escalating complex cases when needed.

• Build strong, long-term relationships through proactive communication and check-ins.

• Monitor customer usage and satisfaction, identifying where extra training or guidance is needed.

• Work closely with the Customer Success Team Lead on day-to-day priorities and shared goals.

• Coordinate with colleagues to ensure smooth onboarding and ongoing support for all customers.

• Collect and relay customer feedback to the Product team to help improve Moder’s features and usability.

• Contribute to better processes, documentation, and training materials for both customers and the team.

• Support Customer Success goals such as retention, product adoption, and overall customer satisfaction.

• Spot potential upsell and cross-sell opportunities and hand qualified leads over to Sales.

 What Success Looks Like (First 6–12 Months)

• New customers feel supported, informed, and confident using Moder in their day-to-day work.

• You’ve built trusted relationships with your customer portfolio and are seen as their go-to person.

• Key CS metrics (retention, adoption, satisfaction) are trending in the right direction for your accounts.

• Support requests are handled efficiently, with clear communication and minimal escalations.

• You actively suggest improvements to onboarding flows, help articles, and internal processes — and some of your ideas are already live.

 Who You Are Must-haves

• Experience working in hospitality — e.g. hotel, resort, or activity-based business.

• Strong customer focus and empathy, with excellent communication skills.

• Comfortable learning and explaining digital platforms, with an eye for detail.

• Curious and adaptable — you enjoy learning new things and our product evolves quickly.

• Ability to troubleshoot and solve problems proactively, and escalate when needed.

• Enjoy working in a fast-growing, changing environment where priorities can shift.

• A collaborative team player who supports colleagues and shares knowledge.

• Fluent in Finnish, Swedish, and English (both written and spoken).

Nice-to-haves

• Experience in customer success, onboarding, or support in a SaaS or tech company.

• Familiarity with hospitality systems or property management systems (PMS).

• Experience working in a startup or scale-up environment.

 What We Offer

• Occupational healthcare to keep you feeling your best.

• Paid annual leave from day one — no waiting period.

• Remote-first work culture: work from wherever in Finland you’re most productive.

• Office in Pasila, Helsinki, with great transport connections right next to Tripla — and yes, always coffee.

• Top-notch work equipment: laptop, accessories, and anything else you need to do your best work.

• A fun and friendly team: supportive, slightly goofy, and genuinely nice colleagues.

• Annual company retreats to reconnect, recharge, and maybe show off your karaoke skills.

• A front-row seat in a fast-growing hospitality tech scaleup where your work has visible impact.

 Recruitment Process

• Review of applications and initial screening.

• 1–2 interview rounds with our Customer Success Team Lead and COO.

• A short, practical assignment related to onboarding / customer success.

• Final chat if needed + decision.

• Written offer sent to the selected candidate.

Location: Remote (Finland), with optional access to our Pasila office

Reports to: COO & Customer Success Team Lead  

Salary range: 2 800 – 3 500 € + benefits 

How to Apply:

Apply now by following these steps:

1. Make an online booking for this “room type” (for one night only): https://app.moder.fi/moder-recruit

2. Add your details and CV in the “Additional info” field.

3. (Optional) Include a short ~30s intro video.

We’ll be in touch sooner than you think!