Just 2,5 years ago, (COMPANY NAME) operated in 4 countries and 10 cities across the Nordics. Fast forward to today, we're in 20 countries and over 80 cities across EMEA, servicing over 4M registered users. We're growing rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then (COMPANY NAME) just might be for you.
Unique opportunity to develop (COMPANY NAME) Denmark's well-reputed support as Head of Support
The role you are looking at is a part of the Danish (COMPANY NAME) team of approximately 60 people in Copenhagen. (COMPANY NAME) is more than just a food delivery app - in fact we are a smooth operation run out of Copenhagen, but built upon a solid foundation of state-of-the-art technology. We act as a real-time marketplace connecting customers, restaurants, and courier partners.
About the role
(COMPANY NAME) is currently looking to hire our first Head of Support to lead Denmark's growing Support organization! With our excellent service, the Support organization is the glue that holds together our platform. Support ensures that the operations between customers, restaurant partners and courier partners all run smoothly minute by minute. Support is the fastest growing team in (COMPANY NAME) and by the end of 2020, you will be managing approximately 50 people. As the Head of our Support, your key focus will be to manage our support team and inspire a high quality standard of service that we provide to our customers, courier partners and restaurant partners. In this position, your decisions impact many employees and thousands of customers and partners. If you have what it takes, we look forward to hearing from you!
What you will do
Develop (COMPANY NAME)'s support organization further, by carrying the great culture forward, but also through plans and strategies for improved service experience- and satisfaction, while creating engaged employees and happy customers and partners.
Lead by example and raise-the-bar of the service we provide. At (COMPANY NAME), our Support-team knows that all interactions with customers and partners serve a larger purpose than simply fixing problems.
Mentor, manage & motivate your big team. This includes acting as a sparring partner for the Support Team Leads and and grow them professionally and personally.
Recruiting: The support organisation consists of several teams, and as we grow, you will hire new Team Leads accordingly. Also, you own the Support hiring planning and hiring funnel, and help the Support Leads to find the best talent for Support.
Scaling: You will work closely with our Danish General Manager and (COMPANY NAME)'s Global Customer Operations Manager to scale the Support operations.
About you - Core capabilities
You have 1-3 years of managing a customer-facing support team and/or other experience leading people.
Preferably your background is in consumer-tech or e-commerce or other relevant industries.
You enjoy leading and growing a team, and make sure your team always understands the purpose of why they should provide the best possible service.
You are analytical and have experience analysing support metrics and setting the right KPIs.
You are able to translate data into actions and make the rest of the core team understand how (COMPANY NAME) Support is progressing according to the KPIs.
You're tech-savvy and enjoy learning and teaching others how to use our Support tools.
You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment; your decisions impact thousands of customers daily.
Fluent in English and Danish.
Along with a competitive salary and benefits, you will also be eligible for our stock option plan. So if you are excited about working in a high growth environment, taking ownership and being part of an extremely high performing team, we'd love to hear from you!
Application deadline is on March 22, however we will be reviewing applications on an on-going basis, so send through your application ASAP :)
About (COMPANY NAME)
(COMPANY NAME) is a Finnish technology company and we're best known for our food delivery platform. On our mobile app or website, customers can order their favorite meals from our restaurant partners, and either pick their order up or have it delivered by our courier partners.
We're currently active in 20 countries and more than 80 cities, servicing over 4 million customers. Our apps (iOS and Android) have the industry's highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer's own language.
We've raised more than EUR150M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, 83North, EQT Ventures and Highland Europe. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected (COMPANY NAME)'s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named (COMPANY NAME) Company of the Year