Head of Customer Support

at  Formpipe

In Formpipe we have recently decided to join our forces in Service & Delivery in the Nordics. As part of that merge, we are consolidating three separate support functions, supporting five main software platforms and quite a few modules and additions to these. Our helpdesk is mainly for super users from our public customers. The supporters deliver 1st line support, mostly funneled through the helpdesk system/portal. Incidents and service request that cannot be resolved in the helpdesk is dispatched to 2nd/3rd level in Delivery or Development.

THE JOB…

We are looking for a Head of Customer Support responsible for leading our helpdesks in Denmark & Sweden. Currently, most staff (around 15 FTE) are located in Linköping and Ballerup, but use of other offices (including home offices) occurs, and some travel can be expected.
The position reports to the VP of Service & Delivery and you will be part of the Service & Delivery management team as well as the Extended Management Team comprising leadership positions across the Nordics.
As a Head of Customer Support you will be the people manager for the customer support staff, where many have a technical background. If you have experience with working in the frontline and how to secure the help and cooperation from you colleagues when needed, that would be great, so will experience with long distance people management.

As Head of Customer Support you will oversee the daily operation, ensuring prompt, competent and customer-centric support to our customers. You have a strong focus on the importance of proactive and continuous communication.
You will ensure that we have the right mix of competencies and flexibility in our support to meet our customers needs – now and in the future.
Currently we have two different help desk systems (iHLP & Deskpro). We expect to merge into one. That project will be your responsibility.