Customer Experience Team Lead (parental leave)

About Hem:

Hem is a direct-to-consumer design brand challenging the archaic furniture industry on a global scale. Together with vanguard designers and renowned European manufacturers, Hem crafts iconic products for homes and workplaces all around the world - from Alaska to New Zealand. We are looking for those who have a genuine passion for delivering excellent customer experience and who get motivated by getting things done, solving problems and working in a structured way. The Customer Experience team is now looking for a Customer Experience team lead to join us!

About the team:

The Customer Experience team consists of 5 motivated colleagues with a strive to constantly improve the Hem customer journey. The team is based in two different locations (Stockholm and Los Angeles).

About the role:

By leading the CX team, you will work very closely with the Head of CX and will be responsible for overseeing the daily operations of the team. You will be leading a team located in two different time zones, which requires some flexibility regarding the work hours.

You will support the team in all matters related to product requests, order delivery issues, claims and promotional campaigns. You will help to identify improvement areas for the CX team as well as for the Hem customer journey. You will also have an important role in planning the team’s priorities and responsibilities ahead of seasonal events to ensure premium customer service and timely communication at all times.

It is an interim position for a minimum of 12 months.

Responsibilities:

- Lead the daily operations of the Customer Experience team, including Customer Experience Coordinators and Customer Support Representatives located in both Stockholm and Los Angeles.
- Lead the CX team to ensure comprehensive objectives and common understanding and ownership of goals/priorities.
- Guide and coach the team in effective customer issues resolution and handle any escalation.
- Improve the efficiency of your team to prioritize and delegate tasks and activities, including by identifying areas of improvement in Salesforce to reduce manual work and improve customer communication.
- Hands on with team members to handle client requests regarding our products, orders and logistics.
- Work closely with other departments within Hem, such as logistics, business development, R&D and E-Commerce to provide excellent customer support.
- Lead weekly meetings with the team to promote alignment, transparent communication and appropriate updates.
- Responsible for prioritizing actions and tasks in Salesforce, the central hub for all customer support, and making sure it is running efficiently.
- Follow up the CX KPIs, such as First Response Time, Resolution Time, CSAT, etc.
- Champion opportunities to consistently improve the Hem experience
- Set the OKR’s for the team, together with the Head of CX.
- Use data to share relevant feedback with the Head of CX to make sure the CX team


You probably...

- Have 2-3 years experience of managing a customer-facing support team, including managing employees working remotely.
- Have a problem-solving mindset and are ready to roll up your sleeves and get to work in a fast-paced startup environment.
- Enjoy learning new processes and various administrative tasks.
- Are customer-obsessed and interested in continuously raising the bar of the service we provide.
- Are analytical, process-oriented, service-driven and familiar with customer support metrics.
- Exceptional writing and verbal communication skills in English.
- Experience working in Microsoft NAV (or other ERP) and Salesforce is a plus.
- Enjoy working in a multicultural environment with a strong team spirit.
- Can articulate what makes Hem unique.
- Are a team player and help get the job done.




Starting date: April 2023