Operations Manager - User Support Operations

We want every Voi ride to be a magical one! But sometimes, things don’t go as planned and riders need a little help from User Support. That’s where you come in!

We’re currently looking to expand our User Support Operations team with an Operations Manager to join a team composed of passionate and high-performing individuals from all over the world. This is a key role within the USO leadership team and a key contributor to driving a customer centric agenda across Voi as a whole on how we run our future user support. As a Voiager, you’re not just an employee, you’re an owner and a contributor - you’ll be part of our growth, our purpose and culture.

The goal of this role is to support our customer support agents to deliver the best customer service experience in an efficient way. If you would like to play an important role in scaling up one of Sweden’s hottest start-ups, this is the position for you.

YOUR MISSION AT VOI

You will together with your team own the day-to-day operations within User Support. You will play a central role in the team ensuring efficiency and identifying ways to improve our processes, following up on our KPI's to make sure and enable us to keep our customers happy. You will act as project manager conducting cross-functional projects that promote teamwork and initiate continuous improvement processes. This include:

- Lead and empower your Central and Offshore team with empathy and passion for USO.
- With the use of data, solve problems and identify trends within the teams to ensure the sites hits the targets.
- Serve as one of the strong advocates for User Experience at Voi.
- Drive improvements in order to deliver a consistent world class user experience.
- Demonstrate clear ownership by being eager to dig in new tasks that come up in this fast-paced environment.


WHAT YOU NEED TO EMBARK

- 4+ years of relevant work experience in the field of User Support.
- Proven experience of physically and remotely leading a diverse team of individuals.
- Ability of critical thinking and problem-solving in terms of determining the correct course of action and executing accordingly.
- Great relationship building skills and solid team orientation.
- Great ability to work with and understand key stakeholders and collaborate cross functionally in a complex environment.
- Experience with working with USO metrics such as Customer Satisfaction and Service Level Agreements.
- Experiences from a fast-paced organization preferably in a start up phase is a big plus.
- Fluency in English.


WHY VOI?

Working at Voi is more than just a job; Our People Promise includes a personal Voiage where you will grow as a professional and be part of a team and culture that builds something meaningful for society.

ABOUT VOI

Launched in August 2018, Voi is a Swedish micromobility company on a mission to create safe, sustainable and reliable micromobility for everyone. By partnering with cities and local communities across Europe, we aim to provide a more sustainable and fun alternative to established modes of transportation. We have over 6 million users across 70+ cities and firmly believe that light electric vehicles can be part of changing how people move in cities. Our offices and warehouses are spread across 11 different countries, hosting over 700 employees from 60+ nationalities.

Voi is an equal opportunity employer. We believe that having a wide diversity of people with different backgrounds and perspectives within Voi is essential to our success in delivering the best user experience to our equally diverse user base. Therefore we actively discourage any photos, personal letters or disclosure of any information that concerns other information than your professional experience. We look forward to getting to know you!

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