Finland Job Openings
Swappie
Regional Manager for Customer Support Nordics (fixed term)
Helsinki
August 16, 2024
To continue to fuel Swappie’s strong growth path we are looking for more awesome colleagues who want to make a difference for our environment and make buying refurbished electronics mainstream.
Are you ready to ensure our customer happiness as
REGIONAL MANAGER for Customer Support Nordics.
Swappie's Customer Support department provides the best possible service for all of Swappie's consumer customers around Europe. We offer our customers multi-channel support, aiming for stellar customer experience in terms of quality and efficiency.
As a Regional Manager, your main responsibility is to lead multiple Nordic country-specific teams in the customer support department. You will lead and coach around 15 Customer Specialists, making sure their skills and competences are developed to achieve the goals and objectives set upon the teams. Together with your CS management team colleagues, you get to constantly improve our CS operations and its processes, acting as a change driver with a clear vision of Customer Support topics and trends.
Our international and friendly community awaits you to start in this role as soon as you are able to. Our CS teams work both from the cosy and colourful HQ office in Ruoholahti and remotely from home - We hope you are comfortable with combining these two work settings as well.
This is a fixed-term contract due to a study leave, and will last until 31.12.2025.
IN THIS ROLE YOU GET A CHANCE TO
WE WOULD LIKE TO HEAR FROM YOU IF YOU HAVE
Scroll down and read “Why pursue a career at Swappie” but in addition we offer:
If you have any questions, please contact recruitment@swappie.com. Kindly remember that we do not take any job applications via email.
RECRUITMENT PROCESS:
Are you ready to ensure our customer happiness as
REGIONAL MANAGER for Customer Support Nordics.
Swappie's Customer Support department provides the best possible service for all of Swappie's consumer customers around Europe. We offer our customers multi-channel support, aiming for stellar customer experience in terms of quality and efficiency.
As a Regional Manager, your main responsibility is to lead multiple Nordic country-specific teams in the customer support department. You will lead and coach around 15 Customer Specialists, making sure their skills and competences are developed to achieve the goals and objectives set upon the teams. Together with your CS management team colleagues, you get to constantly improve our CS operations and its processes, acting as a change driver with a clear vision of Customer Support topics and trends.
Our international and friendly community awaits you to start in this role as soon as you are able to. Our CS teams work both from the cosy and colourful HQ office in Ruoholahti and remotely from home - We hope you are comfortable with combining these two work settings as well.
This is a fixed-term contract due to a study leave, and will last until 31.12.2025.
IN THIS ROLE YOU GET A CHANCE TO
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Support a team of CS professionals in delivering high quality support to our customers in Finland, Sweden and Denmark.
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Performing general management responsibilities such as performance management and reviews, individual development activities, working hour tracking etc.
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Operational management in terms of meetings and daily communication.
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Supervising CS service level: coordinate and schedule resources to ensure optimal coverage.
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Grow and develop the team which includes hiring and training of personnel.
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Performing general management responsibilities such as performance management and reviews, individual development activities, working hour tracking etc.
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Ensure lean and smooth communication with other internal stakeholders who are closely working with customer related activities.
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Be the escalation point of contact for resolving complex support cases.
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Handle budget allocation for Customer Support teams.
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Work together with the rest of the CS management team with CS strategy, process development, and quarterly and yearly planning.
WE WOULD LIKE TO HEAR FROM YOU IF YOU HAVE
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A track record of working in a multi-channel customer service environment.
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Experience in leading a team with a coach mindset.
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Experience in using CS tools like CRM, ticketing systems and resource planning tools. Being comfortable with spreadsheet tools like Google Sheets is also needed.
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An ability to understand numbers and use data to make the best decision. You will be using BI systems on a daily basis.
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Excellent communication and presentation skills in English, mastering another Nordic language is an advantage.
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Skills to manage multiple tasks and priorities while maintaining high-level attention to detail and being able to focus on the bigger picture.
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Abilities to create a scalable and sustainable team setting that encourages individual and team accomplishments, establishes goals and evaluates team members' performance.
Scroll down and read “Why pursue a career at Swappie” but in addition we offer:
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A chance to make an impact on creating a more sustainable future by making refurbished mainstream.
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Flexible working hours and remote working options.
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Supportive & low-hierarchy team.
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In addition to monthly salary, a competitive option package, topped with benefits such as snacks and drinks at the office, a great office terrace and sauna, lunch benefit, private health care, phone discounts and nice events.
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Opportunity to choose the devices that help you to do your job in the best way possible.
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Learning, development, and career growth opportunities such as Swappie learning calendar, bi-annual 360 performance review programme, and Leadership Power Club.
If you have any questions, please contact recruitment@swappie.com. Kindly remember that we do not take any job applications via email.
RECRUITMENT PROCESS:
-
Meet the recruiter (45 minutes): Let’s start exploring together if this role and Swappie as an employer could be a match for you!
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Meet the Hiring Manager (45 minutes): Let’s get to know each other further and ensure all your questions are answered!
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Live technical assessment (90 minutes): Meet more of our team members' superstars and complete a real-life analysis to understand the role more and showcase your skills to us.
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