The User Support Operations team is growing rapidly and we need a Support Lead focusing on content creation/editing to ensure that our agents have the resources to solve our support issues and our customers have public-facing resources that are accurate and useful.
As we aim to provide the best customer support for our riders and hunters, we need to ensure the people who are in contact with them are armed with the correct knowledge and tools to do so. The Content Lead will play a vital role in ensuring agents are aligned on a solid customer support logic
- Own content across multiple channels: Design, write, and edit help articles, macros, knowledge base articles, and other agent-facing and customer-facing support content
- Proactively identify opportunities to improve workflow and processes: Work with various stakeholders to improve current content and policies, and in order to enhance support experience in terms of CSAT
- Collaborate with team members across our organization: Manage and prioritize the steady stream of content requests from multiple teams with short, frequently changing timelines as we prepare for launches, campaigns, (and everything else that can happen in our start-up!)
- Strike the right tone in your copy and distill complex ideas into formats that are easily understandable: You have a gift of being able to customise communications to effectively deliver your message
- Report results and insights: Deep dive and provide recommendations for content improvement opportunities
We believe you have some experience from Customer Support, and want to take the next step focusing on content creation and editing in the Support team at Voi.
- You have tremendously excellent writing skills, and an organised person.
- 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!