Support Agent Team Lead

7 days ago


Stockholm, Stockholm, Sweden Voi Technology AB Full time

Do you thrive in fast-paced environments and enjoy navigating complex situations? We're looking for a skilled Process & Escalation Associate to join our Customer Experience Operations team at Voi Technology AB.

In this role, you will be responsible for:

  • Providing expert support to customer support agents to ensure timely ticket resolution
  • Coordinating with stakeholders to manage sensitive critical incident cases and ensure effective communication
  • Conducting root cause analysis to drive process improvements and mitigate future escalations
  • Working closely with the Customer Experience Operations team to develop training materials, enhance chatbot functionality, and refine operational processes

Key skills and qualifications for this position include:

  • Excellent verbal and written communication skills in English and German
  • Experience working in customer-facing roles with established performance metrics and targets
  • Proven ability to handle escalated and complex customer support cases
  • Knowledge of company policies and standard operating procedures
  • Ability to collaborate effectively with cross-functional stakeholders
  • Proficiency in G-suite applications

At Voi Technology AB, we prioritize work-life balance, continuous learning, and social responsibility. Join our vibrant community and contribute to shaping a better future for urban mobility.



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