(Senior) Teamlead Customer Support Sweden
Good for our customers, their wallets, and the planet.
Our growth rate has been truly amazing, and still, we’re just getting started. With millions of smart devices connected to the Tibber platform (like electric vehicles and smart thermostats), we have one of the most unique portfolios trading energy on the market.
Job Mission
About the Role:
As the (Senior) Team Lead Customer Support, you will be at the forefront of delivering exceptional customer service to our Swedish customers. Based on your experience, this role may be elevated to a Senior Team Lead position. You will lead, mentor, and inspire a team of up to 15 FTEs (Full-Time Equivalents) Customer Support Specialists, ensuring they provide top-notch support while embodying Tibber's values and mission.This role is pivotal in maintaining our high standards of customer satisfaction and operational excellence, especially within our significant Swedish market.
What You’ll Do:
Team Leadership: Lead and motivate the Customer Support team, fostering a positive and productive work environment.Performance Management: Monitor and evaluate team performance, providing the team with regular feedback and development opportunities.
Customer Experience: Ensure that the team delivers exceptional customer service, addressing customer inquiries and issues efficiently and effectively.
Process Improvement: Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
Collaboration: Work closely with other departments to resolve complex customer issues and improve overall service delivery.
Change Management: Lead and manage change initiatives to improve customer support processes and team efficiency.
Union Relations: Effectively manage interactions with the Swedish Union, understanding and navigating their influence within the workplace.
BPO Coordination: Oversee and coordinate communication with BPO (Business Process Outsourcing) partners, ensuring alignment and high-quality service delivery.
Reporting: Prepare and present regular reports on team performance and customer satisfaction metrics to senior management.
️Ideal Profile
We don't expect the perfect profile, but it would look something like this:Experience: Extensive experience in a customer support leadership role, preferably within the energy sector or a fast-paced tech company.
Leadership Skills: Strong leadership and team management skills with a track record of motivating and developing high-performing teams.
People Management: Exceptional people management skills, including the ability to listen, empathize, and build strong relationships while setting clear boundaries and expectations.
Union Relations: Proven experience managing relations with unions, understanding their dynamics, and effectively negotiating outcomes.Customer Focus: Passionate about delivering outstanding customer service with a customer-first mindset.
Communication: Excellent verbal and written communication skills in both Swedish and English. Fluency in both languages is mandatory.
Problem-Solving: Strong problem-solving abilities with a proactive approach to identifying and addressing issues.
Tech-Savvy: Comfortable using customer support software and technology to enhance service delivery.
️️The Tibber Mindset
Being on a mission to change an industry as we do fundamentally also means being prepared for the unexpected. Tibber is a startup in the word's true sense, which means we are on a journey of constant change. We do what others say can’t be done, try and fail together but never lose sight of our users.
We work passionately with sustainability and a circular approach, both with our own products and in the entire ecosystem that is affected by everything we do.We're very proud of being a mission-driven startup with thousands and thousands of new users every month. Starting out with two passionate founders in 2016, we're now 300+ people working for Tibber in our offices in Stockholm, Førde, Berlin, Amsterdam, Oslo, and Helsinki, and with that number growing each week, we’re still just getting started.
Throughout 2024, we will continue to grow within our markets, and we are thrilled to be backed by investors like Balderton Capital, Eight Roads Ventures, Founders Fund, Summa, and Schibsted.
At Tibber, we are committed to hiring, developing, and retaining exceptional people regardless of race, color, religion, sex, sexual orientation, age, marital status, disability, neurodiversity, or gender identity. We strongly encourage people from underrepresented groups to apply.