Head of Customer Support & Self-Serve Excellence

GeoGuessr; Stockholms kommun; On-site; SEK 600,000 - 700,000; Full time

Benefits offered by this job

Daily breakfast and lunch at the office.

6 weeks of vacation + 3 extra days off.

Pension and insurance as per IPT1 guidelines.

50,000 SEK education benefit.

5,000 SEK wellness allowance.

A high energy office environment.

Job summary

GeoGuessr is seeking a Customer Support Manager in Stockholm, Sweden, to lead and develop a proactive customer support team. Your mission will involve driving metrics like CSAT and response times while systematically addressing user issues.

With over 5 years in customer support, you’ll have experience transforming support functions and collaborating closely with product and engineering teams. The role offers great perks like meals at the office and generous vacation.

Qualifications

• 5+ years in customer support with a lead or manager role.
• Experience working cross-functionally with product and engineering teams.
• Ability to define KPIs and use data for decision-making.

Responsibilities

• Lead and develop a customer support team.
• Define and own key customer support metrics.
• Analyse ticket backlog to find patterns and issues.
• Collaborate with product and engineering on root causes.
• Build self-serve resources to enhance user support.
• Hire and onboard new team members.

Skills

5+ years in customer support

Strong on metrics

Experience with support tooling

Systematic thinker

Strong written English

Tools

Freshdesk

Job description

GeoGuessr is seeking a Customer Support Manager in Stockholm, Sweden, to lead and develop a proactive customer support team. Your mission will involve driving metrics like CSAT and response times while systematically addressing user issues.

With over 5 years in customer support, you’ll have experience transforming support functions and collaborating closely with product and engineering teams. The role offers great perks like meals at the office and generous vacation.