We are looking for an experienced professional to take the lead in our talented Support Team. You will build on a strong foundation to create a world-class Support department. The right candidate has a natural flair for problem-solving and process development. You have a unique opportunity to grow professionally by handling various business stakeholder´s needs.

You will be responsible for leading our Support team day to day and ensure our Service Level Agreements with customers are kept. Our key metric is customer satisfaction – and to us, that is achieved through timely and high-quality handling of customer support requests.

While we expect you to gain in-depth product knowledge, your primary focus will be supporting the team of 1st Level Support Product Specialists in delivering on the department goals. That also involves balancing needs across both external and internal stakeholders. You will have daily contact with customers and other Agillic teams from the product and business side.

A key priority is to build on and expand support processes and documentation, so these comply, not only with SLAs but also EU GRPR. You will be central to ensuring that the Agillic growth is handled in an efficient and scalable way on a daily basis.

ABOUT AGILLIC

Agillic is a Danish software company on an exciting journey. We offer a cloud-based marketing automation solution that serves as a platform for loyalty clubs and customer communication across all channels. Together with partners, we help companies such as Santander Consumer Bank, Global Blue, Matas, Sydbank, Storytel, Egmont and Sportmaster engage and communicate seamlessly with their customers.

YOUR RESPONSIBILITIES

• Day to day lead for Support team
• Internal and External Escalation point for Support related work
• Process development and documentation
• Reporting, internal and external, against Service Level Agreement

REQUIREMENTS

• Proven technical support related work
• Natural problem solver with a positive approach
• Natural flair for process development
• Experience as team lead
• Experience working in a dynamic environment
• Fluent in Danish, business proficient in English language and understanding of Nordic languages
• Outstanding time management and communication skills
• BSc level relevant education a plus

WHAT WE OFFER

Exciting times and great career opportunities! 30+ colleagues currently keep our new Central Copenhagen office buzzing. We also have colleagues working from Kiev and London. Our goals are ambitious - as are our customers - and we operate in a dynamic industry, continually engaging in exciting projects and collaborations.

We are a close-knit, fast-growing team of experts working hard, while still taking the time to maintain a great work atmosphere with lots of fun and the occasional Friday bar.