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Team Lead for our Digital Customer Experience Team

Team Lead for our Digital Customer Experience Team

We're on a mission to put more smiles on people's workplaces and are looking for yet another star to join us at our Stockholm HQ! 

We love our clients and we want to pamper them the best way we can. We have end-users all over the world and they are active in different businesses but our clients have one thing in common - they all care about the wellbeing and development of their employees. &frankly is a powerful tool to help them drive employee engagement and positive change within their organisations.

We see a rapidly increasing number of clients and need to strengthen our Customer Success team. The team is in charge of making sure that customers are continuously receiving value from our service. We strive to drive a pro-active business process where support is about anticipating the needs and questions of our customers before they even have them.

We are now looking for a colleague who can grow and take our digital customer experience function to the next level. This role is a key position to our success and one of your first tasks will be to set easily scaled working processes for a small but growing team. You will be an operative part of the team and the daily work will include assisting customers in need of help, both functional and technical (via Zendesk), setting up a self-service knowledgebase for our customers, keeping track of system usage (via Churnzero), act on movements in the system, keeping a dialogue with product development, part of creating training material, cultivating our community and a lot more.

You...

  • enjoy interacting with people and guide them on the right track in their journey of growing – this goes for both colleagues and clients
  • are structured and able to put processes and tools in place and structure know-how to scale our digital customer experience function globally
  • are tech-savvy and able to help users troubleshoot issues on various browsers and mobile devices, pinpointing the root cause of bugs or technical issues
  • would be excited to become an expert in how our solution works and what our customers can do with it
  • care genuinely and passionately about customer experience and about the role it plays in making a customer-centric team successful
  • are comfortable using data to recognize trends – you even get a kick out of searching for and analyzing user data to identify potential solutions
  • have the ability to effectively multi-task, prioritize and take ownership of assignments and bring them to successful completion – good at keeping focus
  • have a genuine interest in behaviour science
  • enjoy speaking with customers on the phone, via e-mail and through chat
  • are comfortable to search for and try new things in creating new processes and a playbook for your team

Qualifications

  • A few years of experience within customer service and/or business support in the B2B SaaS space. You have communicated with customers and know how to do it well
  • Solid technical skills (e.g. to troubleshoot web and apps, understand things like APIs, single sign-on and general technical troubleshooting)
  • Experience of working with HR as a supplier or within a company is a plus
  • Communicate fluently in both Swedish and English (written and oral)
  • Good computer skills
  • You have relevant post high school studies
  • Proven leadership skills, with coaching abilities

We offer you awesome colleagues, a dynamic environment and great development opportunities by joining our young company with international ambitions. Our office is in the city center of Stockholm.

Interested? Go ahead and send your application to us – in Swedish or English –  if you’re passionate about helping customers succeed, eager to solve problems, and want to be part of building a great company.

We plan on starting the interviewing process in November.

Have a fantastic day!

 

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Ambitious but humble

We're a small but quickly growing team that are passionate about making a change. We value creativity and getting things done over formal titles and fancy business cards. We work collaboratively and hard, with a flat, open and honest culture - and we know that in order to be creative we have to have fun doing it! And have a nice place to work. And satisfy the foodies.

We meet with large international companies one day and small creative agencies the next, which we means we need innovative creators, tech nerds, driven sales reps as well as seasoned HR experts on our team; people that we believe may come from all over the world and join us in Stockholm to realize our vision.

Already working at &frankly?

Let’s recruit together and find your next colleague.

email
@andfrankly.com
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