Support Operations Manager
iZettle / Butikssäljarjobb / Stockholm
Observera att sista ansökningsdag har passerat.
Visa alla butikssäljarjobb i Stockholm,
Solna,
Lidingö,
Sundbyberg,
Danderyd eller i
hela Sverige Visa alla jobb hos iZettle i Stockholm We're looking for a Support Operations Manager responsible for our support operations in UK, DE, NL, ES, FR and IT. Here, you will be responsible for helping and ensuring that our outsourcing partner delivers a great service experience in line with the purpose of the support channel.
Join the friendliest faces in fintech
We love helping our merchants and as a Support Operations Manager it is your job to help and push our outsourcing partner to meet our targets in terms of efficiency and quality. By being the main point of contact for our partners team leaders and account managers, you plan the work and ensure our partner has everything they need. You will constantly monitor and analyse the performance in order to identify how we can improve and you handle incidents and new releases together with the other Support Operations Managers.
• Ensure efficiency in terms of agent utilisation and occupancy through performance monitoring and stakeholder management
• Optimise operations towards user retention and work together with rest of the support team to constantly improve quality
• Feedback user insights to the rest of the iZettle organisation
• Understand the expectations on support from your local markets within your area
• Responsible for forecasting and planning and its implication on cost
• Responsible for vendor contract and managing and controlling our outsourcing partner
• Responsible together with the other support managers for going to market within the channel but also ensuring alignment with other touch points in the relevant user journey
• Develop contact strategy and means of contact in order to reduce contact factor
• Handle operational incidents
• Experience from working with value driven support management
• Experience from working with vendors and negotiation
• Data driven and a fan of numbers
• Process orientated and structured way of working
• Passion for service and a positive spirit
• Great interpersonal and written communication skills
• Enjoying a fast-paced work environment
• Ability to be tough when needed and to get things done
• Fluency English
• Experience from working with Salesforce is not a pre-requisite but is beneficial
• Fluency in Portuguese, any Nordic language, German, French, Spanish, or Italian is beneficial
You'll be based in the Stockholm office, and a member of our Global Support management team. As you'll collaborate with our support site in Lisbon a lot, travel will be required (lucky you!)
We hire people. Not CVs.
Managing all of the above takes strong stakeholder management skills and a solid background within support/customer service/customer success or similar. You need to be analytical and numbers driven as well as structured and a good communicator. If shit hits the fan you need to be solution orientated and not panic. Most importantly you need to have a passion for service and willingness to walk the extra mile to ensure a great experience for our users.
Small minds never helped small businesses
It takes originality and an open mind to start a small business. That's why small minds have no place in ours. At iZettle, we celebrate the individuality of the people we work with, valuing the impact that diverse experiences, backgrounds, perspectives and ideas can have on our culture and the products we build. We're proud to be an equal opportunities employer, a place where everyone can benefit from equal access to professional development and bring their whole personality to work.
We're iZettle.
iZettle is on a mission to help small businesses succeed in a world of giants. Founded in Stockholm in 2010, we revolutionised mobile payments with the world's first mini chip card reader and software for mobile devices. Today iZettle's commerce platform for small businesses in Europe and Latin America provides tools to get paid, sell smarter and grow your business. We're more than 500 employees of 45 different nationalities operating in 12 countries, and we're recruiting the best and brightest from around the world to help us grow further.
Bring your talent to our attention.
Go on, hit apply and say hello!
Varaktighet, arbetstid
Heltid Anställningstid enligt överenskommelse
Publiceringsdatum2018-07-18ErsättningLön enligt överenskommelse
Så ansöker duSista dag att ansöka är 2019-01-04
Klicka på denna länk för att göra din ansökanKontaktJohnnie Hydling
johnnie.hydling@izettle.comFöretagiZettle
AdressiZettle
Regeringsgatan 59
11156 Stockholm
KontorsadressRegeringsgatan 59, Stockholm
Jobbnummer 4255494
Observera att sista ansökningsdag har passerat.