Head of Customer Service

MyCamper is the largest sharing platform for camping vehicles in Sweden Norway Finland Denmark and Switzerland. Our mission is to make camping accessible for everyone by making better use of existing resources.

The head of customer service is responsible for ensuring the MyCamper customers receive excellent customer service. You lead the team across two locations in Switzerland and Sweden define processes and support in making MyCamper the company with the best camper rental experience.

Tasks

Youre responsible for leading the customer service team at MyCamper.

• You lead a team of approx. 5 employees across two locations and plan processes and resources. You develop your direct reports to ensure a challenging rewarding work environment that guarantees satisfaction and retention.
• You ensure customer service is delivered at a high level of quality across all our channels phone email and support with community management to ensure our customers always have the latest information on renting and renting out at MyCamper.
• You gather customer feedback share it with the team and thereby ensure they doesnt miss any important developments in the customer base.
• You define KPIs monitor them and make suggestions for improvement.
• You dedicate a part of your time to answering customer requests yourself and are ready to support in difficult situations at any time.

Requirements

• At least five years of experience of managing and developing a customer service team. Ideally in a similar environment of a fast growing customer facing organization.
• Experience with CRM systems such as Freshdesk Salesforce or ZenDesk. Ability to use CRM systems effectively to track and optimise customer interactions monitor performance and identify trends.
• Be a digital native that is great at handling digital tools and learning new technologies.
• Indepth understanding of the companys product and service. Ability to provide detailed product information and solutions to customer enquiries.

Language requirements

• Required: Nativelevel in German businesslevel proficiency in English
• Preferred: Proficiency in French is a plus.

Travel requirements

• Youre willing to travel to Uppsala 1x per quarter for up to one week to meet with your direct reports

Benefits

• Chance to shape a fast growing international tech startup and become part of MyCampers success story.
• Regular international team events in one of our locations.
• 4 weeks working from anywhere and 40% home office.
• Flat hierarchies in a motivated dynamic and ambitious team across 3 locations (Uppsala Sweden Basel Switzerland Mostar BosniaHerzegovina).
• 1000 CHF perks budget per year that can be used for your personal education or other expenses

If youre interested please send us your CV and cover letter in German or English. Well get back to you within a few days and invite you to a phone call if your profile meets our expectations.

During the hiring process youll have the chance to talk to the hiring manager meet a few of your new team members and ask all the questions you want to ask.

Thank you for applying! We cant wait to meet you!