Customer & Candidate Support Manager

Customer & Candidate Support Manager

There are two types of being in this universe: those who support and those who do not.” Lovers of the Marvel Cinematic Universe will recognise that we’ve paraphrased this quote from Guardians Of The Galaxy. While we’re not protecting mysterious orbs from getting into the wrong hands, we are assembling our very own guardians of the customer and candidate Alva galaxy. Interested? Read on.

Customer Support sits at the centre of all that’s important to Alva both today - to deliver industry leading service to candidates and customers - and tomorrow.

We’re trying to push the paradigm of what Customer Support means, with the sole goal of providing the best possible experience to all Alva stakeholders. We believe that Support is more than a transactional “customer/candidate asks question”, “customer/candidate gets answer”. For us, every single customer interaction is an opportunity to surprise, delight, educate and go above and beyond reasonable expectation.

The company
Alva Labs offers a SaaS solution that is helping global companies grow their team in a scientific way. Alva has created a unique candidate assessment platform that helps companies build their organisations with the right people in the right place. By combining state-of-the-art psychometrics, data science, and an obsession with candidate experience, it provides the needed tool for data-driven talent acquisition.

We are growing 2-3X per year and are in the exciting phase to launch Alva in new markets. Currently, we are focussing on international expansion into new markets and making the next big product bet that will revolutionise how the world views talent.

The role
Initially, this is a hybrid role, you will take on both Customer & Candidate Support responsibilities (50% time) and will also be responsible for guiding customers through the onboarding stage of working with Alva (the other 50% time).

Support tasks will consist of, but not be limited to:

- Handling inbound conversations with candidates and customers via chat and email.

- Being able to troubleshoot technical issues and showing clear problem solving skills. You’re comfortable analysing and reporting bugs through rigorous testing.

- Flexibility. The Support team is Alva’s smallest function but the team spirit is strongly rooted. We’re always on hand to help each other even if that means taking on tasks that are completely new.

- We expect you to take a genuine interest in how we can improve our product for key stakeholders.



Onboarding tasks will consist of, but not be limited to:

- Run onboarding meetings with newly signed customers.

- Deliver manager trainings and deep dives with customers.

- Be a resource that customers can turn to in the first months of their partnership with Alva.

- Help to iterate training and onboarding materials

- Collaborate with our Product team to assist with in-platform education.



You
We believe in finding the right person, rather than the right CV. That said, if you already have a background in Psychology, Customer Support or Onboarding - that’s always an upside. There’s no shortage of in-house thought leadership around psychometrics and tests so a background in these areas is not a prerequisite but we’ll expect you to upskill and build confidence communicating the science behind Alva as a matter of priority.

We use a few different systems in our day to day work and we haven't quite found our favourites yet. This requires you to be comfortable working in several different systems simultaneously but also learning to use new ones. It’s important that you get energy from working with people and have great soft skills - flexibility and patience go a long way…

We’re proud to represent seventeen (and counting!) nationalities at Alva and - given our ambitious expansion plans - written and verbal fluency in English and Swedish is a must.

Your future colleagues
We are a team of 60+ people, representing 17 different nationalities and a wide selection of professional backgrounds. And all of that is absolutely fantastic, but the true beauty is the trust and warmth you will experience. You will most likely never feel so supported and have so many brilliant brains to learn from and ask for guidance. To quote our CEO during our last company trip: “It feels like hanging out with a bunch of old friends”.

Why join Alva?
The problem we are solving is not just engaging and interesting (the combination of Psychological Science and statistics with a large chunk of candidate experience obsession - what’s not to love…?), but it is also something that has a tremendous impact on both people and businesses. You will have the opportunity to work with something that truly makes a difference.

With 250+ customers, strong growth, happy users, and 160,000+ assessed candidates, there is a lot of greatness to build on. We are now entering an exciting phase of our company journey, where we are doubling down on new markets and an international expansion. The company and the team have grown a lot in the last couple of months (150% more customers, and 250% more employees during 2021). And we are just getting started! There will be so many more opportunities to come.

What’s more - we have flexible work hours, where you can decide for yourself what works best for you. You will get seven weeks of vacation, a generous preventive care benefit, and a few other neat perks. You can read all about our benefits here (https://www.notion.so/alvalabs/Benefits-1abeeb8de8004f6ab915f2fced70f057) and our company values here (https://www.notion.so/Alva-Values-630a69c6c72642f2b1caab5dab55b953).

The hiring process
Given that we claim to be experts in hiring, you probably wonder what we have in store for you.

- Objective screening with Alva’s own tests

- First interview (focusing on who you are)

- Written case

- Second interview

- Done deal!



Come help us change the world of hiring!

Welcome to Alva!