Head of Customer Support

At Airmee, we're working hard to create the best delivery experience in the world and optimize logistics to make it more efficient and environmentally sustainable. Our technology is at the heart of what we do, powering thousands of deliveries each day.

Airmee is one of Europe’s fastest growing logistics startups transforming last-mile delivery, backed by some of Sweden’s biggest investors and entrepreneurs. We help e-commerce by leveraging machine learning and powerful proprietary research-based technology to provide convenient and fast e-commerce deliveries same day or as fast as within the hour.

We're currently in need of a Head of Customer Support that has the drive and ambition to help us continue providing the best delivery experience in the world to thousands of consumers every day.

What are we looking for?

At Airmee, we deliver millions of parcels each year. Our mission is to provide the best delivery experience in the world. Our goal is that every single customer has a five-star experience.

As Head of Customer Support at Airmee you will lead our customer support team as a skilled people leader with a dedication to drive continuous improvements in our support services to deliver the happiest customer experience in the world to both consumers and our e-commerce merchant customers.

This is a broad role and not the typical administrative customer support role, but a business-oriented role that will be highly involved in driving customer experience by leveraging data driven insights and be the go-to expert in the area for senior sales management and the business at large. The role is very central to the organization and will impact the service to millions of people in our markets.

You evangelize the importance of customer experience to the overall performance of the business and determine key strategic direction and objectives of the customer support department to drive growth of the company. As such you will work closely with the sales and operations team, and be in charge of managing both internal and external relationships on behalf of the customer support department.

You cannot be a stranger to operating in fast-moving environments. Airmee’s high performance bar requires that you are self-motivated, data-driven, hands-on and analytical. We’re building the next great logistics platform, and we need world-class talent to achieve our vision.

What will you be doing?

- Provide leadership and direction to our customer support staff by developing and implementing work processes, recruit and train staff, and ensure that the team is optimally staffed at all times.
- Ensure that the support team meets customer rating and NPS targets.
- Develop metrics and measure customer support activities and ensure they deliver significant value to the businesses and meet customer loyalty targets.
- Create a world-class customer support function by implementing the latest technology on all platforms including phone, email and chat.
- Continuously formulate and develop processes and strategies to improve support by conducting research and putting performance measures in place
- Manage both internal and external relationships on behalf of the customer support department, such as working with sales to build relationships with counterparts at merchant customers.


Who are we looking for?

- You have a background working with customer support at a very customer centric company, preferably from a fast-growing company/startup
- You have a can-do attitude and are not afraid to roll up your sleeves no matter how small the task may be
- Ability to collaborate with multiple stakeholders, internal as well as external
- Proven and successful experience driving positive change and influencing enhanced performance in a customer support department
- Business know-how: Understanding of business metrics and the ability to translate company goals and objectives into both long and short term activities for the customer support department
- You are very organized with great analytical and problem solving skills
- Excellent written and verbal communication skills in Swedish and English
- You thrive on change and are comfortable with ambiguity and fast-paced environments
- You can push us and be pushed as well without being offended. We love to be proven wrong, and you should too. It’s the only way to grow
- Bachelors degree. Masters degree preferred.


At Airmee, we aim to make cities more convenient and sustainable by optimizing urban logistics. We think differently and we welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently.

If you have the curiosity, passion, and collaborative spirit - be a part of the journey, and let's move cities, turn by turn.