Cette offre est lié au département Engineering
Mots clés:
Support
Project manager
We are on a mission to liberate businesses and people to do their best work.
We are an ambitious, international team with more than 30 nationalities represented today(e)We believe that people do their best work when they’re given the freedom to thrive and grow(e)Thinking big, bringing a positive attitude, and taking full ownership are three characteristics that thread our team together.
Founded in 2016 Spendesk today serves thousands of businesses in Europe and the US, and we recently raised a further €100m investment bringing our series C funding to over €200m and in the process becoming one of Europe’s latest Tech Unicorns(e)Our team of 500+ Spendeskers is spread across four offices in Paris, Berlin, Hamburg, London and San Francisco, alongside many teammates working remotely from various cities in Europe.
And we're growing fast(e)Come join us!
As part of the Product Engineering Development Department, you will be participating in driving the User Care and Technical support transformation within our SMB European customers(e)Today, these teams are responsible for helping & supporting customers anytime they encounter an issue with our product, we are in charge of driving customer education as well as satisfaction(e)You will be part of the Quality team and will actively coordinate our projects of service enhancement, to ensure operational quality assurance (training, quality checks, process streamlining), reporting, tools administration, and communication.
What you will be doing:
- Assist and support the Support Quality Manager in monitoring the quality of service: performing quality checks, evaluations, review of customer surveys as part of the service quality assurance program.
- Supervise the collection of customer insights, pilot effective communication at the company level through diversified channels (Internal communication newsletter, voice of customer reports, etc) and track the implementation of action plans.
- Successfully contribute to delivering the team projects with high-quality deliverables, meeting deadlines, and working within project estimates.
- Build and maintain reporting tools to conduct data analysis and monitor the teams’ performances.
- Identify the strengths, risks, opportunities, threats, and draw forecasts in order to present the findings to others.
- Support the improvement of methodologies, processes, and tools to offer the best-in-class customer experience as well as the experience of our support agents
- Participate in the setup and maintenance of our tools (ticketing, automation, Bots); deliver training to the team to improve their proficiency using our support resources.
- Manage and anticipate team agendas, availability, and shifts.
- Reporting: The person will be reporting to the Support Quality Manager.
Your competency Profile:
- Customer-Centric: You make sure the customer care is at the center of our organization and the voice of our customers heard and understood
- Great Communicator: You have excellent verbal and written communication skills in English & French (German is a plus)
- Positive: you embrace challenges with an optimistic mindset
- Empathetic: You are passionate, and patient in order to provide a fantastic experience to your customers
- You are organized with excellent coordination skills
- Data-driven: your decisions are supported by data analysis
- Critical mindset: you love to question the statu quo and ask yourself why things are the way they are
- First experience working in Project Management or Customer Support Operations is a strong advantage
- You describe yourself as tech-savvy: you like to discover and operate new tools/systems
- You’re a pro when it comes to efficiently multitasking and solving issues in a fast-paced environment
As we are an international team, please submit your application and CV in English(e)
Benefits:
- Exciting time to join Spendesk in terms of growth and opportunities
- Competitive compensation package with equity (everyone is an owner of the company!)
- Flexible and remote-friendly work environment
- The best equipment for your needs (Macbook Pro, secondary screen, ...)
- Internal social events (hackathon, company-wide parties, offsite, ...)
- Brand-new offices in the heart of Paris, Berlin & London
- A purple Spendesk card (for your work purchases)!
- And more!
What you can expect from the process:
1(e)A video call with one of our Talent Acquisition Partners to fully understand your career aspirations and answer any questions you have
2(e)A series of videos calls with members of the team to align on what they will expect from you, and assess your technical skills and job fit
3(e)A final video call with the Hiring Manager, Head-Of, or C-Level (CEO included) to review any remaining questions