Head of Customer Happiness
Skribble
- Closing: 10:49am, 25th Jan 2022 CET
Job Description
Be authentic, honest and deliver on your promises - the rest will take care of itself.
Our Mission
Skribble aims to simplify the lives of people and create trust in the digital world. Worldwide. Our mission is to contribute a key element that is intuitive in usage and simple to implement: digital signatures. We advise and support organizations in the implementation of digital signatures, so that we all are better off by trusting more, wasting less time, and safeguarding environmental resources.
The Team
Our team is highly motivated, positive and works closely together. We are growing fast, currently expanding with full power throughout Europe. We are nice, fun-loving people, working on a non-commission basis and strive to make the world a better place: one signature at a time. This culture led to our transformation from a regional Swiss startup to an international scaleup in just three years – eager to continue the ride with the same energy and joy.
Your Contribution
Happy customers are the basis for our success. Your main responsibility is to take our customer happiness organisation to the next level to keep up with our rapid growth and internationalization. More specifically, you
Define and measure objectives and key results for customer support with the goal of increasing the value for our customers
Under consideration of the overall company goals and in collaboration with our COO, you prioritize, define and lead strategic initiatives such as the implementation of a new support ticketing tool (switch to self-hosted tool), CSAT and other feedback surveys, self-service support tools such as a chat-bot as well as 2nd level support processes for our enterprise customers
Recruit, lead, motivate, develop and support a diverse and performing customer happiness team
Develop an international customer service with a strong remote working culture
Ensure that our values and company culture are reflected in the way we deliver happiness to our customers
Your Background
You
Have experience in scaling and managing startup or SaaS customer happiness organisations with more than 10 people
Have experience in leading or building up international customer services
Are excellent in communicating, structured thinking and empathizing with customers, stakeholders and your team
Know how to motivate and guide others without being focused on hierarchies or status
You are fluent in English (at least level C1). German or any additional European language is an asset
Our Offering
Opportunity to be part of a fast growing tech company with an aspiring and experienced team
A job with a purpose: save human and environmental resources by enabling digital signatures #worksmarter
Company culture of transparency and self-responsibility
Flexibility in the organisation of your working time and place of work
Office in the heart of Zurich within 2 mins walking distance from the lake and a barista coffee machine
Removing bias from the hiring process
Applications closed Tue 25th Jan 2022
Removing bias from the hiring process
- Your application will be anonymously reviewed by our hiring team to ensure fairness
- You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review
Applications closed Tue 25th Jan 2022