Regional Success Manager (User Support Operations)

Since 2018, Voi has been on a mission to create safe, sustainable and reliable micromobility for everyone. Today we are the #1 e-scooter service in Europe, operating in 100+ cities with over 100 MILLION rides to date. It has been an amazing journey and we have no intention of stopping now! In our ongoing expansion we’re looking for a new Global Success Manager to join our User Support leadership team at HQ in Stockholm.

YOUR MISSION AT VOI

As Regional Success Manager, you will lead a team that ensures that we optimise user support delivery to our regions. You and your team will work closely with stakeholders in the markets and across the company to ensure that we capture future needs, get proper input to forecasts, follow-up on budgets and track KPIs. You will also drive numerous initiatives to ensure we develop our user support to meet our targets and support our continuous growth journey. This will include:

- Leading, coaching and supporting the team to reach set goals and continue their professional development

- Engage in regular discussions with your teams and various stakeholder to understand cost expenditure and ensure data driven decisions to optimise User Support delivery on cost and customer satisfaction

- Supporting your Regional Success Associate in presenting performance trends and drivers, corrective actions taken, and planned improvements to regional GM’s and Ops teams

- Act as the “Voice of the User” at Voi and collaborate closely with all parts of the organisation



WHAT YOU NEED TO EMBARK

We are looking for a highly organised, emphatic and service-minded professional with a solid understanding of the dynamics in user support organisation and know the value that User Support brings in a company. You feel comfortable to manage differences in opinions and offer suitable solutions. In addition to being enthusiastic about improving the overall customer experience and city relationships, we believe the right person has:

- Fluency in English, fluency in additional languages is a merit

- Experience from working in a customer support-, service delivery- or project manager position

- 2-3 years experience from working as a manager, preferably in a remote set up

- Experience from managing budget and working towards clear KPIs

- Experience from collaborating, communicating and building lasting relationships with a high number of stakeholders

- Ability to drive, design and carry out multiple workflows

- A passion for developing people and strong coaching skills



WHY VOI?

Working at Voi is more than just a job; Our People Promise includes a personal Voiage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this you’ll have the opportunity to:

- Join Europes #1 micromobility company and one of the fastest growing scaleups

- Get “skin in the game” through our employee options program and be a part of building a world class organisation and a scalable people-function

- Have a direct impact on the continued success and development of our user experience and city relationship

- Work with inspiring, motivated and fun colleagues towards a common goal

- Join the micromobility-revolution and be a part of creating sustainable cities made for living, free from noise and pollution



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