
Support Agent Team Lead
7 days ago
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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