We are here to change the world. We’re building the world’s most intelligent print cloud to make digital printing easy, efficient, and local. We believe that “collaborative consumption” can be the positive consequence of a “sharing economy”. We believe in sharing fixed assets – in our case: sharing print machines – allowing excess capacity to be intelligently allocated.

Position summary

Following our global expansion, we are seeking a talented Customer Service Assistant Manager (Consumer) to join our growing team. 

You will be working closely with the Head of Customer Service – Consumer to secure world-class support for our customers and making sure the agents have the right tools and knowledge. Working on multiple tasks at a fast pace is business as usual. The ideal candidate is a customer obsessed curious problem solver, who wants to exceed expectations, is eager to learn and improve.

The position is based in Oslo (Norway).

What you will be doing

• Managing escalations and suggestions from Customer Service agents
• Assisting Customer Service agents with technical and knowledge support
• Day-to-day operations, liaising with Customer Service teams in Europe and Asia
• Investigating, reproducing, assessing the scale, finding the root cause, and resolving issues connected with the daily operations as well as complicated end user queries
• Writing clear, concise documentation and creating flowcharts for internal policies
• Reviewing concessions policy and keeping the internal knowledge base up-to-date
• Updating FAQ for our customers
• Quality assessment program
• Reducing Repeat contact rate/ Improving First contact resolution rate
• Analyzing contact trends to determine top contact drivers and then using root cause analysis to propose solutions
• Identifying opportunities for process improvements through smart use of technology and tools

Who you are

In order to be successful in this role you will need to have a start-up mentality, 1-2 years of experience in the Customer Service or Customer Experience field and experience working with data. You are committed to excel with energy and endurance while you understand that building a company is hard but satisfying work. You have superior communication skills, high integrity, great attention to detail and customer obsession.

Moreover, we would like to see evidence of the following in your profile:

• BA/BS degree, Master degree is a plus
• 3+ years of experience in project management, process improvement, quality assessment, learning and development
• Customer obsession in everything you do
• Ability to adapt, change and grow quickly as we build the organization
• Excellent organizational and time management skills with great attention to detail
• Strong client facing and communication skills
• Good interpersonal skills to work with people from different cultural backgrounds
• All candidates should be business-fluent in English; the most competitive candidates will have additional language skills

What we offer

We offer the rare opportunity to change the world in such that everyone around you can use the services you’ve been part of building. We’re not just another social web application; we’re improving one of the world’s largest industries.

We offer you a chance to be part of a truly amazing journey in a company that sets very high targets and works hard to achieve them. You will be able to work with smart, motivated and engaged co-workers from all over the world, in an intense and very energetic environment.

You will have a tangible impact on the way that we operate and expand our business. Working with some of the most ambitious colleagues out there you will have a ground floor opportunity to put all your experience and know-how to the test while learning at a speed you thought was impossible before joining.

As we continue to grow we want you to grow with us and for the right candidate there is no limit to where this opportunity might take you.