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Careers > Global Support TeamLead
Last modified 8/2/2021 11:42:43 AM

Global Support TeamLead

Permanent
SameSystem
Copenhagen, Oslo, Stockholm, London, Amsterdam, Hamborg, Paris, Barcelona or Vilnius

Do you have a global mindset, and do you strive to deliver excellent customer support?

 

“As our Global Support Team Lead you will be responsible for our first line of customer contact, ensuring that your team deliver high quality support and customer satisfaction across all our local speaking markets across Europe, with the main target in mind, to increase the retention of our customers.”

     – Jacob Fl. Rasmussen, Global Customer Success Director

 

With us you get more than 120 talented and ambitious colleagues and a chance of making an impact on the future of SameSystem; a market-leading Software as a Service company. Here you can loudly voice your passion and drive and hear the people around you echo it. 

 

Your role in the company

For a cohesive Support team you will be in close collaboration with the Support Teamlead of the Nordic countries, implementing and meeting the departments KPI’s, workflows and procedures. This includes being responsible for leading your team and driving the daily support activities.

When leading your team, you ensure motivation and efficiency is high by creating an environment with focus on teamwork, celebrating victories and with a clear understanding of every individual’s role and purpose within the team and company. You will have full people management of your team. Besides being responsible for your team, you will also be participating in the daily tasks yourself. You make sure that cases are resolved at the right time and by the right employee, ensuring that the team help each other across borders. Further you will be responsible for:

  • Planning staffing of the live chat and other ad hoc tasks are delegated.
  • Ensuring correct use of SalesForceDotCom Service cloud and Intercom for high customer satisfaction, efficiency, and the minimizations of errors
  • Maintenance of internal communications tools, Flow/Telavox and Slack.

 

All the while securing transparency within the team and being a supervisor and decision taker on customer cases, when needed.

We are a fast-growing company, but we are new to having dedicated support colleagues outside of the English-speaking countries. Therefore, you are going to build your own support organization up across the European markets, with the right mix of skilled and passionate profiles.

 

Your profile

You are an ambitious person, always striving to be better and help others become better. Your ambition is used to further improve efficiency and quality in all matters of your job, making your team the team with the highest customer satisfaction rate. You have a curious and positive mindset, which you use in approaching your team members and customers, outlining their problem while providing a positive atmosphere for all. You have great communication skills, where you can target your communication having in mind the specific situation and person you are addressing. Further, your experience includes:

  • Fluent in English and one other language as a minimum
  • Experience, minimum 2 years from similar role

 

You have an agile mindset, for which you can restructure your plan, whenever this is needed. Also, you have the skills and passion for building your own team. Do you see yourself in this? Then you might be the perfect candidate for this job.

 

About SameSystem  

SameSystem is a company competing in a fast-evolving and competitive market. We develop the leading Retail Workforce Solution on the market, with an intuitive online interface, first-mover technologies as iBeacon and Machine Learning forecasting, unlimited free support and market-leading integration. All the right tools to optimize retail business - made for retailers, by retailers.  As a result, we continue to see our customers growing and expanding, both on existing and new markets, and we have established ourselves as a market leader in Northern Europe. SameSystem is growing all over Europe, which allows us to recruit ambitious and well qualified colleagues.  

We have a highly motivating working environment where we are eager to help each other and celebrate our successes. You can look forward to participating in many different social activities and fun company parties – we are a social bunch who likes to spend time together and we are waiting with open arms to great you. 

 

Contact  

If you are interested, please upload your CV and application. We are interviewing on an ongoing basis, so apply today. If you have questions related to the position, don't hesitate to contact Global Customer Success Director Jacob Rasmussen on +45 25 64 46 99.  

 

We look forward to learning more about you. 

 

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