Head of Customer Support

Job description

At Famly, we’re looking for a Head of Customer Support and Support Automation who will make it easier and more enjoyable to be a Famly customer. This new position will involve leading a team of 7-8 people, with responsibility over personal support, self-service support and the customer experience.


Famly is on a mission to completely transform the childcare industry. Yeah - we know! It's certainly not fintech, although we do have plenty of financial features in our software. We might not be the latest social media influencer platform, AI company, or make ride-sharing skateboards.

 

But we do work in an industry where our work has a very real chance to ease stress, and save time for those who nurture and educate children. By doing so, it's a chance to have a positive effect on the lives of children themselves.

We’ve been shaking up the childcare software industry for 7 years. Now, hundreds of thousands of parents and staff use Famly every day in the UK, US, Germany, Denmark, and Norway.


In this position you will be in charge of the team guiding and supporting our customers in the UK, Denmark and Germany through amazing phone and written support. You will also own all our self-help resources including our help centres, automated bots, contextual in-app help and tool tips.. You’ll be doing your job right if our team delivers an exceptional experience to every customer while making it easier for customers to help themselves..


What you'll be doing

  • Manage Famly's entire multi-market support team of 7-8 people
  • Work with the team to ensure that we deliver the support our growing customer base needs as soon as they need it.
  • Look at how we can improve the personal support experience
  • Find new ways to ensure that every customer knows how to help themselves
  • Collaborate with Famly's other departments, in  sales, marketing, product and customer success, to fight for our customers and create a cohesive customer experience

Requirements


  • You are passionate about helping people and love seeing them succeed.
  • You’re a great personal manager who is focused on seeing their team thrive
  • You’re curious and inquisitive about processes and how to make them better.
  • You have some experience with customer support
  • You have managed a team of people
  • You have excellent written and spoken English


And who are Famly?

Famly is built on transparency, less talk - more action, and making sure the person sitting next to you is the one shining, rather than yourself. We care about each other and the work we do, and are a close knit-team of around 50 people, from 19 different countries, all sitting in our central Copenhagen office just off Strøget. We eat lunch together every day, and always celebrate with cake. Sometimes with champagne.


Perks with Famly include

  • Flexible hours.
  • Free lunch every day you’re in the office + as much coffee (or tea) as you can drink.
  • Drinks on Friday and quarterly social events.
  • A position where you can have a lot of ownership of your projects both in terms of responsibility and freedom to try new things. We’ll get you up and running and collaborate along the way, of course.
  • And most importantly the opportunity to develop your skills and understanding alongside coworkers you can learn from, and who want to learn from you.


We're looking to fill the position as soon as possible, so get your application in today by sending us:

  • Your CV / LinkedIn
  • A cover letter, in which you tell us about yourself and why you’re the best person for this position.


Looking forward to hearing from you!