Career Opportunity in Customer Experience Operations

1 week ago


Stockholm, Stockholm, Sweden Voi Technology AB Full time

At Voi Technology AB, we are on a mission to create sustainable cities made for living. As a Process & Escalation Associate, you will be part of our Customer Experience Operations team, working closely with stakeholders across various departments.

Your key responsibilities will include:

  • Supporting customer support agents to resolve tickets efficiently
  • Managing critical incident cases, ensuring high-quality communication and coordination between customers, external stakeholders, and internal teams
  • Contributing to root cause analysis to address underlying problems and enhancing the customer experience operations
  • Collaborating with the Customer Experience Operations team to address gaps and update documentation, develop new training material, and improve case management and service quality

We are looking for a detail-oriented and solution-oriented team player with excellent communication skills in English and German. In addition, the ideal candidate should have experience in customer experience or customer service operations, handling escalated and complex cases, following company policies and procedures, and collaborating with senior stakeholders.

In this role, you will have the opportunity to work with inspiring colleagues toward a common goal, contributing to the growth and development of Voi as a leading micromobility company.

The successful candidate will have the ability to stay structured and calm while quickly understanding, summarizing, and resolving highly sensitive issues. They will also have proficiency in G-suite and experience from working with diverse senior stakeholders.



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