Head of Customer Support
We're looking for someone to help set a vision for what excellent customer experience at Vässla means, and help the team to achieve it in our daily interactions with customers.
About Vässla
We are leading the micro-mobility movement helping people save loads of time on commuting and short distance journeys with amazing e-bikes, mopeds, and other marvels needed to help humanity switch from four heavy wheels to two light wheels ♻️
We are currently in hyper growth mode; opening up new markets and growing our team (just look at all the openings we have!). Currently, we have presence in Sweden, Germany, Spain and France - and we have more markets to come. For this journey to be successful, we need amazing people.
Care to join our mission to save loads of people loads of time, get rid of cars from the cities, make cities greener, and save the planet? ⏱
About the role
Hi there, I'm Noa 👋🏼, and I'm currently looking for Head of Customer Support to join my team. We're looking for a leader who will coach the Vässla Care team, and support them in their development, setting and improving processes, and finding structures to our ways of working.🌟
Your day to day fun
- Setting the long-term vision for customer experience, building strategies on how to get there, and settling concrete activities to help the team work in smart ways to move in that direction
- Scaling the customer support team, being a key element in the growth and development of the company
- Developing and coaching the team-leads to help them grow as a leaders, group and individuals
- Analyzing and presenting data related to marketing functions and tasks, refining KPIs to measure team performance
- Collaborating with different teams in the organization, including local and international markets and regions, to achieve company goals and expectations
- Identifying new ways to create value and engage our customers
- Supporting leadership in defining KPI’s and setting quarterly roadmaps
- Communicating roadmap to your team and distributing projects jointly based on capability, seniority and workload
- Identifying new possibilities of building more robust processes that help managing our growth
What you bring with you
We believe that you have:
- 4+ years of professional experience in customer support
- Experience in building customer support processes
- A leadership mindset, eager to lead the team through a changing and developing journey
- Analytical thinking skills that will allow you to see the bigger picture and create long-term strategies for the Care and Support team
- Full professional proficiency in English
Experience from high-growth, scale up companies is a plus.
Every position at Vässla offers
- A position where you will have room to grow in your career.
- Being a vital part of a micromobility start-up, with rapid growth and global ambitions.
- Being part of a hard working, fun and humble team. 🧡
Ready to join my team?
Amazing 🤩 In this recruitment process, Novare Recruitment supports us in the recruitment process. If you have any questions, please send them to Johanna Richardsson, johanna.richardsson@novare.se. When you press "Apply" you'll be re-directed to Novare's page.
Vässla is an equal opportunity employer. We celebrate diversity and we’re committed to creating an inclusive environment for all employees and candidates.
- Department
- Operations
- Locations
- Vässla HQ
- Remote status
- Hybrid Remote
- Employment type
- Full-time
Vässla HQ
Perks & Benefits
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The tech you need 💻📱
Computer, phone, etc.
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Vacation days ⛱
To recover when you need it.
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Flexible working hours ⌚️
We respect people's private lives and situations.
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Stock Option Program 📈
Every employee is given the opportunity to invest in the company and the growth journey, with possibility to gain a lot more.
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Local applicable insurances & pension plan 🧡
For a nicer post-work-life.
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Vässla Moped/Bike during your employment 🛵
All Vässla employees have the possibility to use a Vässla moped or bike.
Vässla's Core Principles
Non-douchebag policy 🚫
It’s simple. No matter how much money or fame that is at stake, we will never do business, cooperate or have anything to do with douche bags. If you sense one, just cut him/her loose immediately. Period.
Champion the mission ♻️
We’re on a mission. The traffic congestion thing is messed up. People are commuting their lives away and kills the planet at the same time. This needs to stop. It’s our mission to make short distance travel sweet.
Low effort - High impact
Do only stuff that takes little effort to do but will have a great impact on many. Everything else must wait. Doing something unimportant well does not make it important. Also a task requiring a lot of time does not make it important.
Embrace change 🌪
One thing is for sure. We will change our mind tons of times. It can be anything. So you need to appreciate and cope with all types of change. We must and should change small things but also really heavy strategic stuff.
Yes-man mentality
No's are for people working at a bank. We say Yes to most things. We are up for a challenge and love new stuff. We rush into decisions without overanalyzing them. 50% analysis and 50% gut feeling. Trust it 👊🏻 We never let admin or hard work be in the way for greatness. Also cheer people up. Share happiness and excitement to your surroundings. Give more than you take. Life is too short for No-people. Yolo 💪🏻
Output obsession 💡
Work is easy. Producing relevant and high quality output is hard. Vässla is obsessed with the latter. Minimize irrelevant emailing and unnecessary meetings. Just put all your efforts and brainpower into producing output. Don’t just keep yourself busy.
Vässla Speed is mandatory 🛵💨
The big thing that separates big companies with medium ambitions and small companies with big ambitions is speed. Vässla Speed is like the Marvel character Flash. It’s far faster than most. We’re always on the clock and we should at all times maximize speed and get in the habit of acting fast. If we are faster than our competition, we will win.
About Vässla Micromobility
Vässla was founded in 2017 by Rickard Bröms. The headquarter is based in Stockholm, Sweden. To this date we have sold thousands of Micromobility vehicles and are active in the Nordics, Germany and Spain.
Already working at Vässla Micromobility?
Let’s recruit together and find your next colleague.