Assistant Manager Customer Support

Did you know that fishing is the world’s most popular hobby? We do! And here at Fishbrain we have created the world’s largest social network dedicated to people who love fishing. We want to make sure that we can give them the greatest experience possible and make their fishing dreams come true, no matter where they are in the world.
We have over 14 million users all over the world who have logged over 12 million catches in our app. We’re growing fast, both in our social network and in the company, which is why we’re looking for a Customer Support Assistant to join our team.
Please submit your application in English.
Your daily work will involve:
Assist with coaching and development of the remote Customer Support team members as necessary in accordance with policies and procedures of the company
Assist with coordinating on reports on a monthly, weekly and on need basis
Focus on leveraging the analysis, reporting and insight generation from the data to assist in growing subscriber base and returning customers
Identify opportunities through the analysis of various data metrics to fix and prevent bugs, issues and bring feedback to the product teams
Assisting in documenting new processes and procedures, submitting them for approval and following up on them
Allocating the necessary accesses for new hires
Act as an escalation/incident manager between the remote team and internal teams of product and development
Great analytical and problem solving skills, as you will be acting as a filter between several teams
Ensure that the department systems and processes are utilized consistently and correctly
Provide support to the department manager in meetings and planning of activities

What we are fishing for:
At least 2 years experience in working as 2nd level technical support and experience in working with escalation management/incident management
Technical skills for the verification and assurance of the functionality of systems
Experience in working and coordinating with remote teams
Experience in communicating and working with complex, multi-divisional, multi-geographical stakeholders
Experience communicating and working with cross-functional teams
Great analytical and problem solving skills, as you will be acting as a filter between several teams
Excellent communication skills and problem solving mindset
Advanced Excel skills and high proficiency in spreadsheet analyses, working with CSV and JSON documents
Ability to work at fast-paced, but efficient and controlled manner
Strong attention to details and time management skills
Fluency in English and Swedish to interact with US and Swedish users and customers

Good to know:
Expected work hours 10 AM - 7 PM CET with flexibility on small adjustments throughout the fishing season
Availability will be required during weekends and holiday periods
You will be reporting to our Head of Support
The position is based in Stockholm, Sweden