Customer Service Quality Assurance Manager

Get Ready To

• Take over the development of CS quality control processes & strategy;
• Manage internal quality assessment tools and work closely with technical support team for constant improvements;
• Monitor emails to assess customer service performance in adherence to company policies and procedures;
• Measure both success and developmental areas, provide feedback and support;
• Liaise with CS managers to determine and implement training needs;
• Guide and coach CS managers on best practices; 
• Collaborate on QA Supervisors hiring; 

We Expect You To

• Have strong previous experience in customer support quality assurance;
• Have experience in handling multiple projects at once, are comfortable with taking responsibility and making decisions; 
• Have fluent English both written and spoken;
• Have strategic skills, be able and excited to contribute to the growth of the CS department;
• Be a team player, able to guide customer service teams;
• Have knowledge/ interest in health & wellness industry (it’s a plus!); 
• Love helping people;
• Never kill the vibe.

Talking about perks:

• Work hard, party harder. We couldn’t handle to party every time we reach our KPIs, so we stick to approximately once per month. On the other hand, our office never runs out of drinks & snacks to party every day – can you handle it?
• Day off cards. The headline says it all. You don’t need an explanation if you’re having a tough day or had a tough party last night. Though use it with caution!
• Wolt for late workers. Got to stay up late? You deserve to order whatever you want.
• Workation. Bali, Thailand — been there done that. Currently deciding where to go next, any ideas?
• Gym subscription. We got you covered, just choose a gym!
• Taxi budget. Whether you overslept in the morning or over-stayed in the evening, use your personal budget for a cab.
• Fridge full of food. New ideas in the shopping list are always welcome. What’s your favorite snack?
• Hot tub. We have a fire heated hot tub in our terrace to enjoy while waiting for a BBQ to be made.
• Casual perks. Enjoy a starter pack with our merch, monthly office parties, games zone with foosball, PS4 & VR.