Customer Experience Support Team Lead

at  Vapaus

Do you still remember your first (bike) adventure as a child? Excitement, the joy of discovery and a feeling of breaking the boundaries! At Vapaus we all still live in this world, creating a new shift in movement and the future of mobility. We are looking for you, a Customer Experience Support Team Lead, to join us for an impactful and exciting journey in a scale-up environment.

• Team Leadership & Management:
• Oversee daily operations, scheduling, and workload for the customer service team.
• Supervise Finnish market Customer Experience support agents and senior agents.
• Train, mentor, and conduct 1:1 performance reviews.
• Performance & Recruitment:
• Monitor KPIs (e.g., CSAT, NPS, response time) and provide feedback.
• Recruitment of new team members and design onboarding plans for new hires.
• Operational Oversight:
• Optimize processes by collaborating with other departments.
• Generate, analyze, and present performance reports.
• Customer Interaction:
• Handle escalations and ensure customer satisfaction.
• Review interactions for quality assurance and provide feedback.
• Strategic Contributions:
• Align team goals with company objectives and develop policies.
• Collaborate closely with sales, marketing, and product teams.
• Administrative Duties:
• Maintain documentation, manage budgets, and ensure compliance.
• Culture and team spirit:
• Foster team morale through positive culture and team-building activities.
• Mediate conflicts and address concerns effectively