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Customer Support Manager

  • Externa annonser
  • Remote

Hemsida Storytel

Fullständig jobbeskrivning

Storytel is one of the world’s leading audiobook and Ebook streaming services, and we offer unlimited listening to consumers in 25+ markets. Our vision is to make the world more empathetic, with great stories to be shared and enjoyed by anyone, anywhere, anytime. We are now seeking a Customer Support Manager!

About the role

We are seeking an interim Customer Support Manager to cover a one-year maternity leave. The ideal candidate will have great communication and leadership abilities, along with a passion for problem-solving. In this role, you will lead a team of 8-10 support agents, overseeing the distribution of daily tasks while continuously supporting their professional development. Given our team’s international presence, including members in Sweden, you will primarily engage with your colleagues through digital platforms. Your focus will be on delivering great customer support and implementing strategies to enhance customer satisfaction and team performance. An instrumental part of the role is also to continuously feedback information about user experience to our Tech & Product organization or other stakeholders.

About the team

You will be part of the Global Customer Support team. Compared to our large customer base, we are a small but efficient team dedicated to providing the best possible support to our clients. For us, it is important to communicate in an engaging, caring, and credible manner to build long-term trust with our customers.

The Global Customer Support Team is organized into two groups, each led by a Customer Support Manager. You and your team will work closely with the other group to optimize daily operations and allocate resources where they are needed most.

You will report to our Global Head of Customer Support and have daily interactions with the rest of the support organization. Our team collaborates closely, with short decision-making processes, and we enjoy experimenting with new features. Our primary support tool is Zendesk and we heavily utilize AI and automation to optimize our work.

The role includes

  • Manage the day-to-day activities of the customer support team, making sure we quickly and efficiently resolve customer questions and issues.

  • Hire, train, and mentor customer support reps, fostering a positive and collaborative team environment.

  • Keep an eye on team performance metrics, analyze data, and implement improvements to boost efficiency and effectiveness.

  • Be the go-to person for complex customer problems, offering guidance and support to solve issues promptly.

  • Work closely with other departments to meet customer needs and improve overall processes.

  • Since AI and automation are key in our customer support, it’s important to stay informed about industry trends and best practices in this area.

About you

  • Proven experience in a similar role (e.g support manager, team lead), desirable within subscription services but not a requirement.

  • Excellent communication and interpersonal skills, with a customer-centric mindset.

  • Effectively managing and motivating teams and great problem-solving skills and an ability to thrive in a fast-paced environment.

  • Analytical mindset with the ability to leverage data to drive decision-making and process improvements.

  • Proficiency in customer support software.

  • A commitment to continuous learning and professional development.

Additionally, you are:

  • Highly communicative, pedagogical, and social

  • Organized and responsible, setting ambitious goals and achieving them with high-quality results

  • Self-motivated and proactive with a results-oriented approach

  • Actively engaged in team activities and contributing with ideas and perspectives in meetings

  • A positive person with a can-do attitude

  • Proficient in both written and spoken English (Knowledge of Swedish is an advantage but not a requirement)

What we offer

Storytel offers a dynamic, forward-thinking environment that allows us to embrace new ideas and creative solutions while continually challenging and questioning old truths. Our approach to leadership is rooted in communication, trust, and genuine care, recognizing that innovation often stems from collective wisdom, enabling individuals to thrive and achieve collective success. To support your professional development, Storytel offers a personal educational budget, leadership courses and mentoring opportunities.

We offer flexible working hours, remote working possibilities, and flexible public holidays for people to celebrate what they genuinely believe in. And, of course, you get unlimited access to audio and ebooks from our service!

If you feel like Storytel is a place where you could thrive, please submit your application and portfolio in English, and we will contact you as soon as possible.

  • Externa annonser
  • Remote

Hemsida Storytel

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