We are Tibber, the energy company that wants you to use less energy. Whaaat? That’s right. We’ll get back to that. Yes, we are by definition an energy company, but we’re more techy than most. How and why you might ask. Well, a third of our employees are actually working on developing products and solutions that can help you use energy in a smarter way and at a lower cost – all with the help of cool fancy tech. Good for our customers, their wallets, and the planet.

Our growth rate has been truly amazing, and still, we’re just getting started. With millions of smart devices connected to the Tibber platform (like electric vehicles and smart thermostats), we have one of the most unique portfolios trading energy on the market.

🚀🚀Job Mission

About the Role:

As the (Senior) Team Lead Customer Support, you will be at the forefront of delivering exceptional customer service to our Swedish customers. Based on your experience, this role may be elevated to a Senior Team Lead position. You will lead, mentor, and inspire a team of up to 15 FTEs (Full-Time Equivalents) Customer Support Specialists, ensuring they provide top-notch support while embodying Tibber's values and mission. This role is pivotal in maintaining our high standards of customer satisfaction and operational excellence, especially within our significant Swedish market.

What You’ll Do:

Team Leadership: Lead and motivate the Customer Support team, fostering a positive and productive work environment.

Performance Management: Monitor and evaluate team performance, providing the team with regular feedback and development opportunities.

Customer Experience: Ensure that the team delivers exceptional customer service, addressing customer inquiries and issues efficiently and effectively.

Process Improvement: Identify and implement process improvements to enhance operational efficiency and customer satisfaction.

Collaboration: Work closely with other departments to resolve complex customer issues and improve overall service delivery.

Change Management: Lead and manage change initiatives to improve customer support processes and team efficiency.

Union Relations: Effectively manage interactions with the Swedish Union, understanding and navigating their influence within the workplace.

BPO Coordination: Oversee and coordinate communication with BPO (Business Process Outsourcing) partners, ensuring alignment and high-quality service delivery.

Reporting: Prepare and present regular reports on team performance and customer satisfaction metrics to senior management.

⚡⚡️Ideal Profile

We don't expect the perfect profile, but it would look something like this:

Experience: Extensive experience in a customer support leadership role, preferably within the energy sector or a fast-paced tech company.

Leadership Skills: Strong leadership and team management skills with a track record of motivating and developing high-performing teams.

People Management: Exceptional people management skills, including the ability to listen, empathize, and build strong relationships while setting clear boundaries and expectations.

Union Relations: Proven experience managing relations with unions, understanding their dynamics, and effectively negotiating outcomes.

Customer Focus: Passionate about delivering outstanding customer service with a customer-first mindset.

Communication: Excellent verbal and written communication skills in both Swedish and English. Fluency in both languages is mandatory.

Problem-Solving: Strong problem-solving abilities with a proactive approach to identifying and addressing issues.

Tech-Savvy: Comfortable using customer support software and technology to enhance service delivery.

💆🏻‍♀️💆🏽‍♂️The Tibber Mindset

Being on a mission to change an industry as we do fundamentally also means being prepared for the unexpected. Tibber is a startup in the word's true sense, which means we are on a journey of constant change. We do what others say can’t be done, try and fail together but never lose sight of our users.

We work passionately with sustainability and a circular approach, both with our own products and in the entire ecosystem that is affected by everything we do.

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