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Process owner Support & Community

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Vimla is not just another mobile carrier, and we never will be. Ever since the launch of Vimla in 2014, we have found new ways to shape how a mobile carrier should feel like. By pushing boundaries, we have managed to both grow our customer base incredibly fast, and more importantly, we have gained a trust and loyalty from our customers that is completely unheard of in our industry. This year we were even awarded Carrier of the Year for the 2nd time (which was based on customer satisfaction, by the way)! Things are good, yes. But we’re far from satisfied.

In 2019, we will grow our support & community team to make sure we can do all the great stuff we have in store. As this is a completely new role, it means you both have a chance to join a team that’s already on a winning path while also getting to shape the way we do things.

The role

As the process owner of support you will be responsible for providing the most efficient working conditions for the best mobile operator support in Sweden. You will be the one who has a top down perspective of how we help our customers and who knows every in and out of our support work. 

The support team today uses a wide array of tools and processes to get the job done, and you will be tasked with measuring, documenting, optimizing and maintaining these tools and processes. Your role will be the link between the support team and its superusers and the management team, driving the changes and coordinating with product, tech and operations to provide the support with what they need to still be empowered in their work and #1 in providing customer happiness. 

There's plenty to do and improve! For example we're restructuring how we provide support and working with some REALLY exciting automation tools.

This is a broad role with many opportunities to develop and grow in the direction you want. While your education and experience is of course relevant, the most important key to succeed in this role will be your ability to learn new skills and quickly grasp new concepts.

Main responsibilities

  • Optimizing the use of our support tools, such as ZenDesk and Guru. 
  • Measuring the flow of tickets into the support and identifying pain points for customers.
  • Coordinate with other departments to provide tools and be an internal advocate for the needs of the support team. 
  • Document and keep our work processes up to date

We believe you already...

  • Have experience working with customer facing service and support (everyone at Vimla is expected to work in the support at least once a week!)
  • Like solving problems and making things better and more efficient
  • Are passionate about providing the best possible customer experience for our users
  • Can speak Swedish. Our support and most of our communications are in Swedish
  • Have 0-3 years of relevant work experience

It’s also a plus if you...

  • Are interested in tech and maybe even know some basic programming
  • Have experience working with ZenDesk and other SaaS tools
  • Have experience with reporting and following up on KPIs

Why you want to work @ Vimla
As Vimla is currently on a really exciting growth journey, the possibilities to grow and develop with us are huge. We are a fun and close-knit team of +30 people. Vimla is a part of Telenor Sweden which means we get the best of two worlds - freedom to work independently as an online startup company but with employment benefits and development opportunities offered by a large company. We currently enjoy ourselves in our completely new offices in Solna, Stockholm.

Apply today!
Is there a chance that you could be our new teammate? Make sure to press that application button. You might be glad that you did. Send your application in Swedish or English, whatever feels best.

Application deadline: 2019-12-10 (but don’t wait too long - interviews will be held continuously)
Employment type: Full-time

At Vimla we believe that a diverse work environment will both improve the quality of both the work we do and of our workplace. All qualified candidates will receive our consideration for employment without regard to religion, ethnicity, gender, gender identity, sexual orientation, national origin, disability or age.

Or, know someone who would be a perfect fit? Let them know!

Vimla HQ, Solna

Garvis Carlssons Gata
169 51 Solna Directions

Working @ Vimla

In essence, we like to think of ourselves as a small team with huge dreams. We’re honestly convinced that we’re onto something really good here. Our team is a mixed bunch with all kinds of complementing super-powers. We're passionate about what we do and we love to work closely with each other, transparently and collectively.

At Vimla you'll develop your skills both on within your specialty but also on the bigger picture. You'll find yourself involved in the whole chain from conception to completion, regardless of what the job description reads. We strongly believe that makes us better.


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