Head of Customer Success

About Kavall
We are Kavall & we give you fresh groceries on-demand. Delivering groceries in 10 minutes was up until recently unimaginable, but we believe that is how it should be, giving you what you want when you need it. By offering food of the highest quality from the producers you love, we transform the grocery industry through our own local stores, one at a time
Are you a natural leader who aims to coach and motivate a team to get results and provide good service? As head of customer success you will be responsible for the department of customer service. Together with your agents you will be the first point of contact regarding customer communications. If you want to help improve and maintain Kavalls customer service through taking part as the role of our new head of customer success department apply now!
Responsibilities:
Be responsible for our customer success department made up of our customer success agents.
Ensure that our customer service is of high quality and follows the expectations of our customers.
Full personnel responsibility for the employees in your department.
Cooperate with several internal departments in the company to follow up on customer feedback and maintain good customer relationships.
Help develop, implement and improve customer processes and related projects with other departments within the company.
Be responsible for mapping out staffing team needs, as well as constructing schedules and relationships with customer service employees to fit the needs of the company.
Coach and lead the team of customer success agents.

Requirements:
Relevant education background ( e.g. HR or economics)
+2 years of experience of working as a customer success manager, including full personal responsibility for a larger team, preferably multi verticality facing team.
Previous experience in a startup company, where processes change and improve constantly.
Previous experience working in the salesforce or telecom industry.
Previous experience of leading a team with different employment rates ( as most customer success agents will work part-time).
Have a constructive, coaching, supportive and pedological leadership style.
You have a business oriented mindset - where good staff and company needs are considered to be strongly linked to contribute to a successful business.
Use constructive criticism and improvement suggestions to implement and develop processes as suggested by customers.
Innovative and initiative taking attitude - when you have an idea you like to try it out and aim to constantly improve.
Result oriented - you aim to complete tasks and guide your team to fulfill company goals.
Coach the team in our Malmö office.

Who we are..
Kavall was founded in March 2021 and we're on a mission to disrupt an industry that hasn't changed for the last decades. By delivering your groceries in 10 minutes we’re giving people the chance to live life on their terms.