The User Support Operations team is growing rapidly and we need a Support Lead with focus on Quality Assurance to ensure that we are providing the best customer support for our riders and hunters.
As we continuously scale our operations in Voi, we need a customer-focused, detail-oriented individual who will contribute greatly towards our goal of making every interaction in our different support modalities world-class.
- Develop QA processes and procedures: Establish the QA processes necessary now to ensure compliance to resolution, internal policies, and guidelines, and iterate accordingly as we scale
- Review and score customer support interactions: Use his/ her excellent written and verbal communication skills to check on support interactions and assess accordingly versus the new QA process
- Drive process efficiencies: Recommend and lead insight-based improvements in our current processes to ensure we run efficiently as a team
- Recommend best practices: Identify strengths based on reviewed customer support interactions to ensure the whole team upskills
- Identify areas of opportunity: Work with the Training Lead to develop learning and development courses and Team Leads to ensure coaching of individual agents to close key gaps in support
- Facilitate alignment sessions: Collaborate with various stakeholders in different teams in Voi to align and work towards high-quality support; calibrate with regional teams on proposed changes in processes & policies
- Report results and insights: Deep dive and provide recommendations for quality opportunities
We believe you have some experience from Customer Support, and want to take the next step focusing on Quality Assurance for the Support team at Voi.
- You are a perfectionist who exercises excellent judgment.
- You are a self-starter.
- You handle challenges with positivity and grit.
- You have a growth mindset - you seek out learning opportunities for yourself and the team.
- Fluent in English is a must!
THIS POSITION OFFERS
- Being part of a rapidly growing Dream Team in the hottest scale up in Europe
- Amazing colleagues and a great work environment
- VOI swag
- Great possibilities to have impact on work that make a difference!
RIDE WITH VOI TO THE FUTURE
Launched in August 2018, Voi is a Scandinavian micro mobility company offering electric scooter and bike sharing in partnership with cities and local communities around Europe. We believe that light electric vehicles can change how people move in our cities. We want the transformation to happen in the right way—through innovation, open and transparent dialogue with cities and governments and by adapting to local needs. At Voi, we know that diversity fuels innovation & creativity and we welcome people from diverse backgrounds and experiences to take part in our journey. Join Voi and ride the future with us!