Global Customer Support Coordinator

At Storytel we believe that powerful stories add an extra dimension to life. Storytel is one of the world’s leading audiobook and eBook streaming services and we offer unlimited listening to consumers in 25+ markets, with several new markets launching in the coming year. Our vision is to make the world a more empathetic place with great stories to be shared and enjoyed by anyone, anywhere, anytime. We are now looking for a Global Customer Support Coordinator to join the team!

About the role

As a Global Customer Support Coordinator at Storytel, you are part of our Global Customer Support team. The team consists right now of six members working as project managers, coordinators and technical admin. Global Customer Support works extensively with all the countries in which Storytel operates. The main task as coordinator is to make sure we deliver a great and consistent customer experience throughout support channels in the local markets. You will report to the Global Support Manager.

The Global CS Coordinator is an operative role where you create structures and work processes that work globally, as well as support and coach the local markets with their daily execution of customer support. You optimize, improve and develop the way Storytel works with customer support with focus on customer satisfaction and service of high quality.

Responsibilities:

- Support local markets with their daily execution of customer support.
- Coach the local market support agents.
- Educate and onboard new local agents as well as ongoing training for existing agents.
- Coordinate global initiatives to develop the customer support on the local level, both within the department as well as in cross-functional teams.
- Create strategies to reach KPIs, prepare reports and follow up on SLAs, CSAT and on the quality of the outgoing responses.
- Create policies and set guidelines for processes and platforms.
- Continuous process improvement to help the agents efficiently handle increasing volumes of tickets
- Coordinate 2nd line support escalations of difficult cases
- Develop and update global master texts communicated from customer support in each market.


Your profile

To enjoy this role, we think that you are a person who takes great responsibility for your own projects and at the same time has the ability to work closely with your team members and the rest of your colleagues at Storytel. You are someone who has great organizational and prioritization skills, you are proactive, and have strong problem-solving skills.

To be successful in the role we believe that you have:

- 2+ years of experience from working with customer support
- Experience in a leading or coaching position, such as team lead, customer success manager, or similar.
- Experience in project management, and/or documented history of actively working with improvements of routines & processes.
- Excellent communication skills in English, both written and spoken.


It is beneficial, but not required if you have:

- Experience in working towards several international markets with an understanding of adapting tone of voice to local culture
- Experience in Zendesk reporting and admin tools
- Other languages skills.


What we offer

Storytel offers a friendly, entrepreneurial and fast-paced work environment where new ideas and creativity are welcomed. You will have a key role in expanding Storytel globally, and be encouraged to take initiative and responsibility from day one in a highly dynamic and engaged team.

We like doing things in new ways and questioning old methods. The Storytel culture - characterized by being welcoming and helpful - is important to us. We don’t believe in hierarchy and micromanagement; we highly believe in giving responsibility and having people grow alongside it. And of course - you get unlimited listening to audio and eBooks from our service!

Does this sound like you? If you feel like Storytel is a place where you could thrive, let us know and we will contact you as soon as possible