Tier 3 Support Specialist, Europe North
Vivino, Denmark
Job Description
Over the next ten years, the global market for online wine sales is expected to grow significantly, and Vivino will be at the forefront of this growth. Therefore, we need a Tier 3 Support Specialist to be the primary point of contact for our customer support teams to handle escalations and order-related inquiries while driving improvements in key performance indicators.
Strategic thinker responsible for optimizing and aligning workflows and procedures
As a Tier 3 Support Specialist for our Northern European markets, you will be part of Vivino’s Customer Experience Team (CX) and based in Copenhagen, Denmark. However, occasional travel may occur. You will be spending your days interacting with our outsourced partners, managing internal support escalations, monitoring all of our internal and external support channels, identifying gaps in processes, and providing recommendations for improvement. You will be reporting to the Senior Vendor Manager in CX and work closely together to ensure KPIs are met and operationalize improvements and changes to existing processes and workflows.
In addition to the above, your key responsibilities will also include:
- Monitor and resolve Tier 3 support escalations
- Build strong relationships with our partners and contribute to weekly operational meetings to ensure compliance with Vivino’s guidelines, policies, and procedures
- Join calibration sessions with BPO partners to align on live monitoring and the evaluation processes, improve quality scores and additional support metrics
- Identify opportunities to optimize workflows and contact handling procedures, to improve the efficiency and productivity standards of frontline support teams
- Support with the monitoring of social media platforms to identify emerging issues and trends
- Support with the development of training curriculum, policies, SOPs, system documentation, and other supporting materials in partnership with the training and content development team
- Monitor customer support KPIs to ensure SLA standards for interaction and case handling are met
- Manage internal tool access for partner onboarding/offboarding processes
Organized team player with a proactive work-style and an eagerness to learn
As an ideal candidate, you can use data analytics and strategic planning to develop and operationalize improvements/changes to existing processes and workflows. You are highly organized and can manage multiple work tasks simultaneously. You should also be adaptable and use an open communication style to effectively establish and maintain key cross-functional partnerships. At the same time, you have the ability to work independently and manage your time to meet goals and deadlines.
Further required skills of a successful candidate:
- Native German language capabilities
- Excellent communication skills in English - written as well as verbal
- Experience in using Salesforce or similar ticketing platforms
- 1-2 years of professional experience in operations, customer service, or similar customer-facing role, ideally in a startup or in a fast-growing technology company
- Experience working in a fast-paced environment and ability to effectively manage workload with multiple responsibilities, with a varying degree of complexity and difficulty
- A Bachelor’s degree
- Familiarity with CX performance metrics, including, but not limited to Contact Rate, NPS, CSAT, QA scores, and interaction KPIs (ASA, TTFR, AHT, SL, etc.), is beneficial
- Preferably, but not a requirement, experience working with business intelligence tools, to pull viable reports and dashboards, for analyzing results and building business cases and project frameworks
- A passion for and interest in wine is also beneficial, but not required
This is a great opportunity to improve your skills through challenging projects, amazing colleagues, and a bit of wine on Fridays.
Working at Vivino
Working at Vivino is both challenging, fun, and rewarding. We have an incredible, multicultural, and truly international work culture where we take care and look out for each other. And we have a lot of fun! We appreciate new ideas, and we encourage everyone to bring them to the table. We are not afraid to make mistakes as long as we take ownership, learn from them and support each other in getting even better.
TRUSTED BY MILLIONS TO DISCOVER AND BUY THE RIGHT WINE EVERY TIME
Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino's unique wine shopping experience leverages community data to suggest personalized wine recommendations for each individual user. In addition to making wine discovery fun and effortless, Vivino is the best pl