User Support Operations Manager

As a we expand across Europe we are currently looking for a Operations Manager to join our User Support team composed of passionate and high-performing individuals from all over the world. If you would like to play an important role in scaling up one of Sweden’s hottest start up, this is the position for you.

THE POSITION

In this managing role you will own the day-to-day operations within User Support and use your analytical skills in following up on our KPI's. You will act as project manager conducting cross-functional projects that promotes teamwork and initiate continuous improvement processes.

- Lead and empower your Central and Offshore team with empathy and passion for USO - to keep users happy and loyal.
- With the use of data, solve problems and identify trends within the teams to ensure the sites hits the targets.
- Serve as one of the strong advocates for User Experience at Voi.
- Drive improvements in order to deliver a consistent world class user experience.
- Demonstrate clear ownership by being eager to dig in new tasks that comes up in this fast-paced environment.


QUALIFICATIONS

- 3-4 years of relevant work experience in the field of User Support both as the client and as part of BPO.
- Multicultural awareness and social profile.
- Proven experience of remotely leading a diverse team of individuals.
- Ability of critical thinking and problem-solving in terms of determining the correct course of action and executing accordingly.
- Ability to speak to frontline agents, as well as the management and other internal key stakeholders.
- Experience with working with USO metrics such as Customer Satisfaction and Service Level Agreements.
- Experiences from a fast-paced organization preferably in a start up phase is a big plus.
- Fluency in English.


RIDE WITH VOI TO THE FUTURE

Launched in August 2018, Voi is a Scandinavian micro mobility company offering electric scooter and bike sharing in partnership with cities and local communities around Europe. We believe that light electric vehicles can change how people move in our cities. We want the transformation to happen in the right way-through innovation, open and transparent dialogue with cities and governments and by adapting to local needs. At Voi, we know that diversity fuels innovation & creativity and we welcome people from diverse backgrounds and experiences to take part in our journey. Join Voi and ride the future with us!

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