Global Customer Support Manager

Storytel - Stockholm

Storytel is one of the world’s leading audiobook and e-book streaming services. At Storytel we believe that powerful stories add an extra dimension to life. We offer hundreds of thousands of audiobooks and e-books to customers in 20+ markets, with several new markets launching in the coming year. As we continue to grow, we are looking to strengthen our Global customer support team with a manager.

About the role

As Global customer support manager you are responsible for setting our global strategy for Customer Support, including future-proofing processes, tools and continuously evaluating our customer support service level and improve where needed. Your team will ensure implementation of global guidelines, change management and follow-up of our 20+ markets. You will be part of our Global Commercial Customer Engagement team and together with Global Content Curation Manager and Global CRM Manager ensure that we have outstanding customer NPS scores, reduce churn and improve Daily Active Usage across our markets.

Responsibilities

We are looking for a passionate Customer Support strategist with a clear view of how to build and run a world-class customer support operations.

You will have a team of 4 direct reports in Stockholm. Together with your team, you will drive and develop our customer support practice and our work across our 20+ markets, ensuring we live up to our high customer-centric service model by giving world class customer support with digital customer friendly channels (incl. self-service) and tools. You will work strategically in evaluating our processes, platforms and structure, always questioning the status quo and developing our support function and team members in their personal development at Storytel.

You will be working closely with all our global customer teams and in close cooperation with our local markets and our customer support agents in our local markets. Together with your team and colleagues you will ensure we improve our customer NPS, Customer Experience, churn, DAU and customer service handling scores.

What you will do:

  • Help setting the long-term strategy and vision for customer support, including self-service, supporting support channel structure and operations
  • Own backlog of improvement initiatives, including project definition, priorities, dependencies, and incorporation into Customer Support planning.
  • Champion the voice of the customer within the Storytel organization (e.g., sales, tech, features etc.) by following through on processes that gather and deliver actionable product feedback
  • Own Customer Support platforms and relationships to vendors including negotiations and future system implementation.
  • Stay at the forefront of industry trends and network with peers in digital care to benchmark, understand, and create a best in class Customer Support

What we are looking for:

  • +3 years work experience from leading high performing team in customer service
  • Experience from digital consumer oriented international company (subscription-based business a plus)
  • A leader who focuses on bringing out excellence in others by coaching your team in reaching their goals
  • An empathic leader who creates an an environment where everyone can speak their mind with respect of the individual
  • Always take a data-driven approach
  • Strong people, project and management skills including collaboration skills
  • Business level of English in written and spoken words as Storytel is an international company with English as our official language internally
  • Location: preferably Stockholm

What we can offer

Storytel offers a friendly, entrepreneurial and fast-moving work environment where new ideas and creativity are welcomed. We like to do things in new ways and we like to question old truths. The Storytel culture - known for being welcoming, helpful and performance driven - is very important to us. We do not believe in hierarchy and micromanagement. We believe that autonomy and responsibility is the best way to support and develop people’s talents and passions.

Does this sound exciting? Apply today and remember to tell us why you would fit in our team! We will read applications fast and hold interviews with candidates on an ongoing basis.

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