Head of IT & Client Support

At Looklet, we challenge traditional photography, combining technology with fashion and photography. We are a B2B company with world-leading high-end fashion e-commerce retailers as our clients. Being a fashion-tech company means working with cross-functional innovation. Working at Looklet, you collaborate with people specialized in software development, hardware construction, photography, and fashion to create our solutions behind the Looklet magic.

We are now looking for a Head of IT & Client Support to lead our IT and Client support team both operationally and strategically. The team provides external and internal support and is located in several locations with the main hub in Stockholm.

As Head of IT & Client Support, you will get the opportunity to develop and build the structures and processes needed to provide reliable, high-quality support to our global clients.

To succeed in this role, we believe that you are tech-savvy, have a proactive service-minded attitude, and calm and stable leadership that enables you to manage a team across three time zones.

As Head of IT & Client Support the main scope of your work will include:

- Ensure a great customer service experience and provide excellent support through our helpdesk, network administration, internal IT and temporarily our Supply Chain function
- Lead and develop Looklet's Support team (currently 5 employees)
- Define and optimize customer support procedures, policies, priorities, templates and standards
- Scope responsibilities of each employee, and ensure backup/redundancy including on-call duty to service our demanding clients all over the world
- Take ownership of critical customer issues reported and see problems through to resolution via coordinating and allocating resources as well as develop action plans and improve processes
- Define action plan and allocate resources in case of a major service disruption (P1 incidents)


Your profile:

- You are a calm and collaborative leader with a background in support desk management in the IT or SaaS industry and strong skills in communication, coordination and project management
- You have a strong sense of ownership and as a result-driven person you see things through to the end
- You have an ability to see the bigger picture and draw conclusions as well as to take decisions


- You have conceptual skills and passion to develop and implement new procedures

You have:

- Proven work experience of support desk management in the IT industry

- A great leadership and experience in leading a team with both senior & junior colleagues
- Several years of working with customer service and with an ability to run several projects in parallel
- Proven experience in both being a part of and leading a remote team
- Full verbal and written proficiency in English


Additional skills that are beneficial:

- Experience in eCommerce operations, Supply chain, and even more favorable if you have worked with hardware and maintenance
- Interest in photography, camera & lightning
- Bachelor/Master of Science in a technical field most welcome
- Full verbal and written proficiency in Swedish language


What's in it for you?

Here we could write all about how we provide exercise stipends and pension and how much fun we have together - because all of that is true. However, we believe that the true benefits of working at Looklet, except for the role itself, are in our game-changing product and how everyone in our diverse team makes a difference when creating and developing the product further.

Being part of Looklet means being part of developing our groundbreaking technology. All of our colleagues share a big common interest: the passion and pride in our product. Whether you are a software developer or product experience specialist, we all share the same excitement for innovation. That’s what makes Looklet amazing.

Miscellaneous

Reporting to: Chief Operating Officer

Start date: As soon as possible

Extent: 100% (full time) with 6 month probation

Traveling: The position may include traveling abroad

Location: Södermalm, Stockholm, Sweden