Senior Product Support Lead: Copenhagen, Denmark

Senior Product Support Lead
Connected Cars is working on an ambitious project to connect millions of car owners with their vehicles by hooking into the on-board diagnostics available in every modern car, and we are looking for enthusiastic and motivated Senior Product Support Lead to join us on that journey. Our mission is to enable safer, more sustainable, and more convenient mobility to the world through responsible and transparent data collection and sharing. Our team consists of around 70 people from diverse backgrounds, and nationalities, brought together by a shared belief in team effort, community, and delivering quality products and solutions.

The position
We’re looking for a new colleague to join our Customer Success team as Senior Product Support Lead. You will be an individual contributor as well as leading a small team of Product Support Specialists. The team reports to our VP Customer Success and is responsible for providing daily product support to hundreds of workshops and around 250 fleets. You´ve seen the inner workings of a Global B2B product support team before and crucially know how to combine a high touch customer service where needed - with a scalable operational setup. Your new team has a Global B2B customer portfolio and is located in Copenhagen - plus one location in Asia.

As the team lead, you will coach, mentor, guide and support our team of product support specialists both in Denmark and offshore. You will be responsible for leading by example, providing regular feedback, and supporting the team’s career development. As the senior member of the team you will handle the most complex technical issues, and act as a liaison point with other internal stakeholders to ensure customer issues are resolved within a timely manner.

We currently receive around 2,000+ support requests per month - and rising as the business scales. Besides providing support to our customers, the team works with a variety of other tasks in close collaboration with the wider Customer Success team.

You will personally be integral in implementing scalable processes with the team as well as ensuring a close and efficient daily dialogue with our Product and Tech teams. Support tickets range from questions about our consumer app to technical car issues.

The successful candidate will be/have:

• Be proficient in English and Danish on a professional level. Additional languages are a plus.
• 3+ years of previous customer service experience from a similar position.
• Proven experience as a Team Lead or in a leadership role. - Preferably in tech.
• Natural flair for IT and willingness to learn new systems.
• Knowledge of best practice Customer support tech systems, Eg Intercom, Zendesk, Shortcut, and Slack. You will not be required to know all these systems as you will be provided with training.
• Excellent communication skills, capable of building strong relationships with customers and across multiple internal departments.
• You work well under pressure and are a natural at prioritising as you go.
• You can take responsibility for your tasks and see them through.
• A good sense of humour and positive energy.
• You’re curious and not afraid to produce new ideas to improve things.

We don’t necessarily expect you to have a relevant education; what matters is that you have an interest in IT and feel comfortable working with multiple systems.

Needless to say, it’s a MUST that you are truly passionate about delivering top-quality customer service.

Why Connected Cars

• The opportunity to be part of an industry-leading company with a global reach.
• A collaborative and innovative work environment that encourages growth and creativity.
• Competitive salary and a attractive pension scheme
• Extensive employee discounts schemes on cars, repairs, etc. for yourself and your family
• Friday bars, monthly social events, affordable lunch scheme and unlimited snacks in the kitchen.

Connected Cars is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

How to apply
To apply, please apply through LinkedIn or send an email to [email protected], including the following:

• Updated CV and/or link to your LinkedIn profile
• Cover letter