Global Customer Care Team Leader

We are one of the fastest growing podcast & audiobook platforms in Europe and we are now looking for global customer care team leader to lead all our customer service activities, ensuring an excellent relationship between our users and creators.
Come and join us on our journey to enrich lives through listening.

This is the role

As the Global Customer Care Team Leader, you’ll be responsible for ensuring that all our customer care activities are running smoothly, and that we keep an excellent relationship with our users and creators.

You will be managing a global team of seven (full-time/part-time) Customer Care Agents across Denmark, Germany, Spain, LATAM, and Norway (and more markets joining soon).

You will be the link between Customer Care, Tech, Product and other global departments in Podimo. It is therefore necessary for you to build sharp internal processes and create a strong feedback loop between our users & creators and us.
You need to be good at adapting to change and be ready to onboard a growth journey where you need to keep a cool head and set the direction for your team.

You will be reporting to the Head of CRM & UXR, Christina Urban Sørensen.

Your main responsibilities in this role:

• You’ll be responsible for the coordination of a competent and professional service to all Podimo users and creators, including providing a high quality point-of-contact for customer enquiries.
• Ensuring that an excellent relationship and transparency is maintained between Customer Care, Product and Tech.
• Be hands-on in performing daily customer care tasks as part of the team.
• Provide support and training of new and existing team members.
• Shine light on bugs, improvement ideas and customer needs in order to enhance the user and creator experience.
• Ensure an efficient, streamlined operation and excellent customer satisfaction.
• Prepare and present monthly reporting of key performance indicators for Country Managers and the product management team.

This is you

We would like you to have a minimum of 2 years of team leader experience and preferable from a B2C tech or subscription business.
You have good communication and collaboration skills, which ensures that situations are always resolved appropriately and in accordance with the customer’s wishes and our way of working and solving the task.

People will say you are service-minded, smiling and flexible. You thrive in a proactive role and you are ready to take the lead managing a remote team, solving the challenges you face.
Your approach is organized and structured, you don’t mind presenting to stakeholders. 

  

Experience we’re looking for:

• Service minded and obsessed with improving the customer experience
• 2+ years team leader experience, preferably from B2C tech or subscription businesses
• Strong remote team leader and collaborator with key stakeholders
• Experience with handling multiple tasks as well as explore, develop and implement new scalable processes and systems
• Ability to demonstrate good problem solving skills
• Capacity to adapt the style of communication to the audience
• Capacity to adapt in an international fast-pace company
• You like to communicate with other people in general

Naturally, being passionate and knowledgeable about podcasts, audio content, media, and entertainment is a big plus!

These are the benefits

• Six month fully paid parental leave for all new parents - no matter how you identify or where in the world you live
• Learning and personal development opportunities to help you thrive and enrich your skills in a fast-paced creator economy
• Opportunity to work flexible hours and remote
• The chance to make an impact at an international company and see your work pay off immediately
• Delicious lunch with great colleagues.

This is us

Founded in Copenhagen in 2019, Podimo is a platform for podcast and audiobook lovers as well as audio content creators. Our app puts a world of podcasts and audiobooks at your fingertips. Our revenue-sharing model rewards creators for making content that people want to hear – whether they have an established following or a niche audience.

We're a courageous and curious bunch. We recognize the value every individual brings, and respect our coworkers’ ideas, opinions, and time. We approach our work with integrity and humility, and believe that we are better together. We have zero time for brilliant jerks.

We’re fiercely passionate about discovering, creating, and obsessing over great stories. We support our creators deeply, and have massive respect for their process as we help them bring their most exciting ideas and stories to life. We love what we do, but more importantly, we have a good time doing it.

We seek to build a company and culture that mirrors the diversity of the world we’re living in. This means; diversity of talent, voices, ideas, and thoughts. That goes both for our brand, our content, our creators, and our teams.

You are welcome at Podimo for who you are, no matter where you come from, what you look like, or what stories you have playing in your headphones.