Customer Success Manager

Does your heart beat a little extra when you get to lead and coach a larger team within Customer Success? Do you, like us, believe that prosperous and committed colleagues are the key to good results and satisfied customers? It is a no-brainer that you want to lead your team and department with good examples, where you value well-being at least as much as extraordinary results. If you are ready to take the next step in your career and want to take the lead as a Customer Success Manager at our Customer Service department, then we want to know more about you! In addition to daily support in the operational work of the department, you will also work strategically with various value-driving projects that will take the department to the next level. Bring your sharp business sense, your big heart and a high energy and become part of the foodora family!

WHAT YOU WILL (BUT NOT ONLY) DO

- Have the overall responsibility for our customer service department consisting of more than 70 customer service agents (part-time), three Team Managers and a Quality Assurance Specialist.
- You will have full personnel responsibility for these three Team Managers and the Quality assurance Specialist. This includes daily, weekly and monthly follow ups.
- Ensure that the department reaches set KPIs and follow up the results
- Work cross-functionally with various internal departments such as the marketing/ business development and legal team, where you will, among other things, run and implement customer-related projects
- Work operationally but also perform strategic work such as mapping how the team should be staffed, set up and plan the department in order to streamline and create the right conditions for both our business and the team
- Collaborate with our outsourcing partner
- Responsibility for the service part on social media
- Support and coach your team daily


YOU ARE

- Leadership / coaching - A good leadership ability will be of the utmost importance in this role, we hope you lead by example and have a coaching leadership style
- Results-oriented - We have highly (!) set goals for us and the department, are results something that you are triggered a little extra by?
- Initiative taking - When you see what needs to be done, you immediately takes your own initiatives and do it
- Solution-oriented - Do you see "problems" as a fun challenge to tackle? In that case, we will probably thrive together
- Business minded - We hope you have a heart of gold, and can see the connection between prosperous staff and good results that benefit our business


REQUIRED QUALIFICATIONS

- You have a post-secondary education in a relevant area, for example economics, HR or similar
- You have at least 4 years' experience of a role as customer service manager where you have had full personnel responsibility
- You have experience of working at a fast-moving company, preferably in the telecom industry or from a start-up / scale-up
- You communicate fluently in Swedish and English in speech and writing
- It will be considered a plus if you have experience working in Salesforce
- It will be considered a plus if you have previously worked with outsourced customer service
- It will also be considered meritorious if you have had personnel responsibilities for customer service workers with different employment rates (part-time 25-75%)


Start date: As soon as possible

Our selection process is continuous and the advert may close before the recruitment process is completed if we have moved forward to the screening or interview phase.

Please check in our instagram foodorapeople.se (https://instagram.com/foodorapeople.se?igshid=12as2gaeoh57g) in the meantime to see what’s going on right now. Who knows, they might be your future colleagues!

WHO WE ARE

We are foodorians, a happy gang of food lovers all eager to create the delivery service of the future! For us, humility, innovation and teamwork make up the cornerstone for our success, combined with a shared entrepreneurial spirit. We are currently breaking new grounds in the industry by completely redefining what a delivery service actually is - therefore, high tempo and flexibility is common and days never look the same (really!).

We are people from all backgrounds, with different experiences and wildly varied ideas and opinions. This is something we value highly, since we fully believe that diversity is what builds our culture and success. We are proud of being an employer for people from all corners of the world and at the same time distinguish ourselves as one of the fastest growing companies within LMD*!

Sure, growth and success is all fun and games, but let’s be clear: it cannot happen at the expense of our sustainability work. Since January 2020 we are a carbon neutral business, not just in Sweden but for our whole European operation. Our goals are ambitious to be leading the way for sustainability within our industry - from supplying 100% electrical transportation to promoting more environmentally friendly food choices, we want to stand for a green future! Are you in?

LMD stands for Last Mile Delivery. That, and many other nerdy abbreviations, is something you’ll come to learn when you start. ;)

BENEFITS

- Wellness allowance
- Employee discount at foodora (wohoo!)
- Occupational pension, incl. premium exemption insurance, accident insurance, life insurance
- Benify
- Awesome AW’s and parties (we can’t wait to have them back)!