Are you a leader with a passion for customer service and team development? We are looking for a dedicated First Line Manager to guide our Team Leaders and drive operational excellence within our customer service teams.

About us
As we are facing acquisition by Booking Holdings (parent company of Booking.com), we have a very exciting expansion ahead of us. From being one of the market leaders in our industry, we will most likely in near future most likely be owned by one of the 200 largest companies in the world, also the world’s largest travel company. We are fine-tuning our team in order to make us fully equipped for the future.

Etraveli Group is a global platform for flights, an air technology company with a presence across all continents. We want our customers to experience the world while we take care of the technology that enables traveling. We are the preferred partner of some of the world’s most prominent technology companies such as Booking.com & Google Flights. In this context, to deliver the company’s overall mission to make it easier for everyone to experience the world, Booking Holdings recently entered into an agreement to acquire our company. Exciting times are coming ahead, so join our diverse team of 1000+ talented professionals and explore unlimited work opportunities!

About the Role

As a First Line Manager, you will play a crucial role in leading and inspiring for now two Team Leaders, ensuring they have the support and resources needed to lead their teams effectively. Your responsibilities will include overseeing day-to-day operations of their designated First Line teams, setting and communicating customer service goals, and using data to monitor and enhance team performance. You will also be a key stakeholder in projects, responsible for developing and implementing business policies to improve our services. This role reports to the Senior Manager, First Line.

Responsibilities:

• Lead and Inspire: Promote excellent customer service by motivating your Team Leaders to work towards common goals. Establish an environment of trust and empowerment to help them maximize their leadership abilities.
• Performance Monitoring: Set and communicate targets, use data to monitor and measure team performance, and ensure high-quality customer service. Analyze data to gain insights and make informed decisions.
• Policy Development: Develop and implement new or improved business policies and processes to enhance the services offered to our customers and agents.
• Goal Alignment: Ensure clarity around priorities and goals in line with the organization’s objectives.
• Talent Management: Identify, develop, and hire new talent to strengthen the team.
• Issue Resolution: Investigate and handle escalated, complex customer service issues to ensure proper resolution.
• Stakeholder Communication: Collaborate with upper management and communicate effectively with various stakeholders to ensure alignment and support. Additionally, maintain close collaboration with other departments within Customer Services organization, such as Quality and Process Team, to foster a cohesive and unified approach.
• Risk Management: Anticipate and manage risks, addressing employee issues promptly and effectively.

Requirements

Experience and Skills:

• At least 3 years experience in a leadership role
• Experience in a fast-paced customer service environment
• Proficient in both Swedish and English, written and verbal
• Strong analytical skills with the ability to interpret data and make data-driven decisions
• Experience in Excel and/or Google Sheets
• Experience working with demanding targets and tight deadlines
• Experience in the flight industry and GDS knowledge (Amadeus or Sabre) is an asset

Personality Traits:

• Strong interpersonal and leadership skills
• Results-driven with strong problem-solving skills
• Ability to manage change and work under pressure
• Alignment and motivated by the Etraveli Group values

If you are a strategic thinker with a passion for customer service and team leadership, we invite you to apply for this exciting opportunity. Join us and make a significant impact by guiding our Team Leaders to success and enhancing our customer service operations.

Benefits

Working at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online travel agency worldwide. The culture at the company embraces complexity and we like to keep the entrepreneurial spirit even as we grow into being a larger company. You will have awesome colleagues with whom you will have fun solving complex problems in a fast-moving business.

We also offer:

• A flexible working environment. We work on a hybrid-model where you can choose to work two days from home and you will have two weeks per year that you can choose to work from a remote location
• Central office location in the City – We are located on Dragarbrunnsgatan in Uppsala, a stone’s throw from public transport and lunch restaurants.
• Breakfast in the office every morning.
• Healthcare allowance – Each employee receives a maximum allowable amount each year according to the Swedish Tax Agency to spend on health-promoting activities such as a gym card, massage etc.
• Private healthcare insurance

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.

Welcome to Etraveli Group!