We are looking for a Leader for the team responsible for the technical support provided by Framery to customers from all over the world. Technical Support plays a key role in Customer Success in Framery’s Digital Offerings & Services function.
The Customer Success team is building a long-term relationship with customers by proactively making sure they achieve desired outcomes while using our products. In addition, the team helps Framery customers with any problems they may face at different stages of the journey.
Therefore, there cannot be great Success without prompt Support—We need someone to oversee the daily operations of the Technical Support Team and to take full responsibility of customer satisfaction when it comes to fast handling of claims and other support requests.
Your main responsibilities:
Lead the team which plays a critical role as the first point of contact to customers and distribution partners who are reaching out to Framery Support about problems with any of Framery products or digital experiences.
Monitor the overall team performance, including resource planning and scheduling, and report on key metrics.
Optimize the resolution time of claims by making sure that each individual case is taken to the finish line with a strong “hands on” attitude, from receiving the claim, to packing and shipping the replacement part, and all the way to the point where customer satisfaction is ensured.
Make sure that all team members, through jointly agreed principles and practices, express empathy for each customer's situation and maintain a positive and professional attitude.
Continuously improve team’s daily operations by working successfully across multiple systems and cross-functional processes which ensures that your team is able to manage and resolve multiple cases simultaneously and in a timely manner.
Work closely with Sales, Partner Support and Customer Success to maintain continuous and deep knowledge of overall customer happiness.
Contribute to product improvements and upcoming release cycles by systematically gathering and sharing customer feedback for product management and engineering teams.
Act as a contact point for development projects related to supply chain and installation quality by sharing and maintaining comprehensive data on recurring issues.
Take full responsibility of the spare part stock and related processes
What do we expect from you?
Fluent English proficiency, spoken and written. The working language of the team is English.
Experience in leading your own team or larger project teams. You have already outlined your strengths as a team leader and understand how your own actions affect the success of the whole team.
High customer centric mindset and desire to create excellent after-sales experiences—ability to see even the most difficult problems as an opportunity to win customer loyalty.
As the role is highly cross-functional, the ability to act in multiple different interfaces, with various teams and different personalities, is a key success factor in the role.
Great decision-making skills and determination to escalate challenging and protracted cases in order to secure customer satisfaction.
An optimistic attitude and a practical approach with new situations ensures that the working atmosphere of the whole team remains calm but efficient.
Ability to thrive under pressure, face unexpected situations and adapt to change
Result oriented approach with outstanding problem solving skills
Great prioritization and self-management skills with the ability to delegate tasks forward
What do we offer?
A chance to build and lead a team that will be the game changer for our customers and distribution partners when talking about world-class after-sales experiences.
This is a great opportunity for someone who has some experience in leading a team and knows that the best way to bring great benefits to the entire organization is by making other people thrive. That said, you don’t need years of experience running technical support teams or building new complex processes, but you need a lot of enthusiasm and determination to build best practices and processes together with your team.
Indeed there are many challenges in this position, but they come with plenty of opportunities to gain more skills and grow competence horizontally inside the organization, not to mention the victories the team makes when turning problems into excellent customer satisfaction.
During your journey at Framery you will be supported by a talented team in Framery’s unique culture, get the tools for your needs and provided with company benefits such as healthcare, lunch and well-being benefits, free-time accident insurance, Framery Hobby concept etc. As experts of happy workplaces, we also take the well-being of our employees very seriously and you will have multiple ways to ensure a work-life balance.
We’d love to hear from you as soon as possible. Please send your application with your desired salary level by the 1st of June. Applications sent through the link will be added to our recruitment system, which is our primary channel when recruiting new co-workers, so please do not email the application.
If you have any questions or you would like to have additional information about the position, please contact Business Manager of Value-Added Services Sini Myllykoski (+358 40 661 2499).
13th of May 13.00–14.50
16th of May 14.00–15.50
23th of May 11.00–13.50
25th of May 14.00-15.50
30th of May 11.00-12.50
We are looking forward to receiving your application!
Framery – Serious about happiness.
Happiness is the reason why Framery exists and is at the heart of everything we do. Our products including pods, phone booths and soundproof private spaces solve noise and privacy issues in open offices, making employees happier and more productive, and saving time, space and money. Today over 40% of Forbes top 100 companies have happier workplaces because of Framery Pods, and the number is growing fast.