Customer Support Team Leader at Sellpy

We are proud to be one of the fastest growing startups in Sweden and the leading service for second hand goods. Our growth requires more colleagues who want to join our journey.

Sellpy’s vision is to empower everyone to live circularly. We see a tremendous financial, social and environmental value in making sure unused items are put to use again. We are looking for colleagues who share this vision, and who are ready to see their work contribute to a sustainable future.

Customer Support Team Leader at Sellpy

As a Customer Support Team Leader you are responsible for providing high quality and efficient customer support through overseeing a team of agents and several customer service channels. You ensure a good atmosphere, high pace and high quality within the team. You are expected to set expectations on daily and weekly goals as well as clearly communicate with your team members and provide feedback on performance. You are also responsible for achieving and continuously improving the team's KPIs in collaboration with your immediate manager. To succeed in this role, you must be structured, solution-oriented and have a strong will to improve and streamline the work within the customer support. You should be a natural leader with a good ability to motivate and engage your team as well as having great communication skills.

In short, you will:

• Help customers via chat, email and phone as well as other channels.
• Perform administrative work connected to customer service such as reviews, create guides, support other departments in our support groups, translation and introductions.
• Lead, coach and motivate the team to achieve individual and team goals in accordance with department KPI's.
• Support the Customer Support Lead and Head of Customer Support with recruitment.
• Maintain and follow up introduction for new employees.
• Develop and implement strategies and processes to improve our KPIs.
• Carry out regular team meetings and individual development talks such as appraisal talk, quality talk and weekly reviews.
• Analyze and report on KPIs such as customer satisfaction, handling time and team performance.
• Collaborate and communicate with various internal roles within Sellpy such as Tech, Finance, and Operations.
• Collaborate and communicate with external partners such as shipping companies, financial companies and authorities.
• Responsible for certain projects connected to department KPIs.

Requirements:

• At least 2 - 3 years of experience of customer support or similar areas.
• Work experience from a leading role.
• Excellent problem-solving abilities.
• Proactive mindset, willingness to stay updated and problem-solving approach towards tasks and projects.
• Clear communication skills.
• Be able to motivate and coach a team and individuals.
• Basic knowledge of systems e.g. G Suite and customer support tools.
• Written and spoken fluency in English, as this is our company language.

We’d be impressed if you have:

• Worked in a fast-growing, product-focused startup environment.
• Previous experience in a leading role in customer support.
• Good language skills in Swedish, Finnish, Danish, German, Polish or French.

You get to:

• Be part of a tech-minded company that's driving the change towards a sustainable lifestyle. In return, you will get direction, energy, and work on meaningful challenges daily.
• Benefit from hybrid work from our offices at Medborgarplatsen, Rosersberg, and from home.
• Work with highly skilled and motivated colleagues.
• Gain new skills with unlimited access to a learning platform.
• Make use of prepaid vacation.
• Enjoy Sellpy credits and staff discounts at Sellpy and the H&M brands (Arket, COS, Other Stories, Weekday and more).
• Save up with a monthly pension plan
• Engagement in Sellpy’s social traditions with game nights, interactive planning days, guest speakers and other activities.

Location

You are welcome to do all these things at our new office at Medborgarplatsen in Stockholm, and from home. We want you to enjoy a flexible work setup because well, it’s 2024 and digital meetings work just as fine!

Time type:Full time

Start:As agreed upon