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Team Lead Customer Experience

Aarke is a Swedish design company with a range of premium home essentials engineered to elevate everyday routines. Founded in 2013, we are on a mission to re(de)fine the home appliances industry. Our first product, the Aarke Carbonator, has gained a cult following around the world with customers from more than 30 countries. In a category of products that has been forgotten by the design community, Aarke aims to merge made-to-last quality, premium materials, and a unique design approach.

Aarke is on an incredibly exciting growth journey, where our employees are our most valuable asset. As part of this journey, we are now enhancing our Customer Experience team by recruiting a Team Lead.

You can read more about Aarke @ aarke.com.


About the team

Our Customer Experience team is our primary link to all current Aarke users. The team consists of four dedicated Customer Experience Specialists who strive to ensure that our customers around the world receive top-notch support on product and customer matters.

The Customer Experience team plays a vital role in our e-commerce operations, assisting our end consumers at every stage of their journey, from product inquiries to warranty claims. Close collaboration with internal departments and contact with external partners like retailers, warehouses, and freight carriers is essential.

The team relies on Gorgias as their primary platform for communication and support.


About the role

The role involves leading our Customer Experience team, while also actively participating in the day-to-day tasks of resolving customer issues and answering inquiries. Additionally, responsibilities include analyzing and reporting product malfunctions, collaborating with internal teams to ensure a seamless customer experience, gather and sharing customer insights with the entire organization, and staying up to date with new product releases.

At Aarke, we strongly believe that there is always room for improvement. Therefore, in this role, you will work on process improvements, enhance and develop new ways of working, and elevate the team through training and education initiatives.


Who are you?

We are looking for someone who shares our strong belief in top-notch customer service. Aarke takes pride in offering our customers high-quality products, and our customer service should reflect that.

To succeed in this role, we expect you to have experience in a similar position within customer service. You are an experienced leader who is motivated by seeing others succeed and you do not mind working hands-on, side by side with your team members. You are expected to have a KPI-driven approach, deriving conclusions and priorities based on available information and data analysis. It is meritorious if you have experience in creating automated processes and workflows.

Aarke is a global company, and the team supports customers all over the world, meaning that you need to be fluent in English. Any additional language is meritorious.

Profile
  • “Get stuff done”-attitude, used to working in a flat organization, constantly looking for wins and making things happen.
  • Experienced leader within customer services, with a few years of working within customer services on a daily basis.
  • Experience of administrating daily work as-well-as workflows and continuous process improvements in a customer service platform (i.e. Gorgias, Zendesk)
  • Fluent in spoken and written English is a must. Any additional language is meritorious.


What we can offer you

At Aarke you get to work with consumer products that people can relate to and are amongst the most loved in their respective category. We are constantly looking to improve our way of working and you are welcome and expected to support and influence our growth journey. At Aarke you will find a hard-working, fun, interesting, and diverse group of professionals with a range of different backgrounds. We meet regularly to share our progress and success.

Our home is a new beautiful and spacious office in Vasastan, Stockholm. Aarke has a hybrid work model, where we offer remote work two days per week.


What now?

Please submit your application through career.aarke.com/jobs, we will be reviewing applicants continuously.


Diversity

At Aarke, we do not discriminate based on gender, race, sexual orientation, creed, or background. Constant change, learning, and evolution are core tenets of our brand mission and are equally as relevant when it comes to diversity and social awareness.

To apply for this job please visit www.glassdoor.co.in.


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