Team Manager - Customer Service

Do you feel most alive and happy when you get the chance to have an impact on the people around you? Are you always there when a colleague needs extra support, a push in the right direction or just a competitor in the ping pong game? In that case, look no further! We might have the perfect opening for you as a Team Manager in our Customer Success team. You will lead the daily operations and make sure your teammates can deliver high class service to our partners, in every touch point. Besides being part of an amazing team, you will also use your previous experiences to develop the department even more. Cuz you know what, there are no limits for what we can accomplish together!
WHAT YOU WILL (BUT NOT ONLY) DO
You will be responsible for a team of 15-20 customer service agents (both part-time/full-time), and make sure the customer service department runs smoothly every day
Full personal responsibility for your team, including coaching, 1:1, rehabilitation, salary and other Human Resource matters
Set and follow up KPI’s, SLA’s and C-sat results
Be part of recruiting new agents to your team (not overall responsibility)
Work on a daily basis in Salesforce, Tableau and Google Suite, and support your team in these systems when needed
Collaborate with three other Team Managers within the same department and together brainstorm improvement ideas for the department



YOU ARE
Leadership skills - Your leadership skills will be one of the most important skills in this position. For you it’s a no-brainer to lead by good example
Flexible - You are able to prioritize your tasks and daily work in a (very!) high paced pink world!
Collaboration skills - When your colleague needs help, will you be there?
Relationship building - Probably your heart beats for creating and establishing good relationships with colleagues, after all, we are a team striving to reach the same goals together



REQUIRED QUALIFICATIONS
You have at least one years experience of full personnel responsibility, preferable within customer service, support, sales or other relevant field
You feel comfortable working in different CRM systems, experience from Salesforce, Tableau or Google Suite will be considered a plus
You have experience from resource planning, compile daily rapports, follow-ups, statistics and other documentation
You can communicate fluently in Swedish and English verbally and in written tex
However - in the end we're looking for a perfect fit, not a perfect person. If you don't match all of the above - you might still be the one for us!



Start date: As soon as possible.


Our selection process is continuous and the ad may close before the recruitment process is completed, if we’ve moved forward to the screening or interview phase.


Our recruitment process will include the following:
💡 Psychometric tests via Alva Labs - We use science-based methodology.
💻 Digital HR interview - Let’s get to know each other a bit better!
💼 Case interview - Do your magic and meet us face to face.
💌 Reference check - Almost there!
✔️ Background check - Final step before we’ll become colleagues.


WHO WE ARE
We’re foodorians, a driven and happy gang of food lovers eager to create the LMD* service of the future! Our core values help concretize what we’re aiming for: We dare, We get it done & We’re equally pink. We’re people from all backgrounds, with different experiences, opinions and ideas. This is something we value highly, since we fully believe that diversity is what builds our culture and success.


Success is fun, but let’s be clear: it cannot happen at the expense of sustainability. Since January 2020 we’re a carbon neutral business and we hope to lead the way for sustainability within our industry - from supplying 100% electrical transportation to promoting more environmentally friendly food choices. Please check out our Instagram, foodorapeople.se, to see what’s going on right now.


*LMD = Last Mile Delivery. That, and many other nerdy abbreviations, is something you’ll learn when you start. ;)


BENEFITS
Wellness allowance.
Employee discount at foodora (woho!).
Occupational pension, incl. premium exemption insurance, accident insurance and life insurance.
Great deals at Benify.
Awesome AW’s and (pink) parties.