Customer Happiness Team Lead

At Journi, a creative tech company and Austria's most innovative start-up of 2024, we're on a mission to build the world's most-downloaded printing app. Our app empowers customers to effortlessly create beautiful photo books and other print products. Using AI technology, we automatically create personalized designs based on the content our users want to print. Be part of a team of highly motivated and like-minded individuals who you can learn from—and who are excited to learn from you too

We're on the lookout for a collaborative, technical-minded, empowering Team Lead to guide our Digital Product Support team. You'll inspire and develop a group of dedicated specialists, fostering a culture of trust, growth, and accountability. In this role, you'll champion cross-collaboration with other teams and initiatives that elevate both the team's performance and the customer experience, ensuring your team feels supported, motivated, and equipped to succeed.

➤ WHAT YOU'LL DO

• Team Leadership & Development: You will lead, coach, and develop a team of 3-4 support agents responsible for handling app-related, payment-related, and bug-related inquiries and be responsible for 1:1s, performance reviews and salary talks.

• Quality Assurance: You ensure that all customer inquiries handled by your team are handled efficiently, accurately, and with a customer-first mindset, and trends being forwarded in compliance with our internal feedback standards to report usage uncertainties, improvement suggestions and bugs towards Engineering, Product Management and Customer Experience.

• Process Optimization: You identify and implement improvements to our support processes and reportings to increase efficiency and boost customer satisfaction.

• Performance Management: You monitor team performance and analyze key metrics related to productivity and quality.

• Strategic Leadership & Planning: You collaborate closely with the other Support Leads to ensure alignment and continuously enhance the overall customer experience at Journi, as well as set the yearly and quarterly OKRs for DPS (Digital Product Support).

• Operational Benchmarks: You will contribute to operational excellence by independently resolving tickets and helping set benchmarks for adherence to internal processes, effective conflict resolution, and consistent language and tone.

➤ YOUR BAG OF TRICKS

• You have experience in a technical leadership role in customer service managing a multilingual team and collaborating with Product & Engineering teams.

• Proven ability to effectively lead, motivate, and develop a team

• You are an expert working with tools like Jira, Asana and Zendesk.

• Exceptional communication skills and the ability to learn quickly

• Strong analytical thinking and the ability to identify complex problems and develop effective solutions

• You are permitted to work in the EU/Austria.

• You are able to relocate to / based in Vienna - the world's most liveable city

➤ WHAT WE OFFER

A happy team makes for a happy workplace. We wouldn't be able to do what we are doing without our team and that's why we offer:

• A fair annual gross salary in accordance with the Collective Agreement, starting from €50,000. Our final offer depends on your experience and qualifications amongst other factors.

Plus, a bunch of awesome social benefits, such as:

• Vacation goals: 25 days off per year, plus 1 extra day for every year you stick around (up to 5 extra days)

• A space to thrive: a fun, bright and award-winning office built by the Journi Team, complete with ping-pong and foosball tables to blow off steam

• Work your way: enjoy a hybrid working model with 40% home office days and flexible hours (core hours: 10am-4pm Mo-Th; and 10am-2pm Fri)

• Lunch on us: we provide fresh daily lunches in our own eatery, with choices for almost all dietary requirements

• Go places: we reimburse your public transport card for Vienna

• Plan for tomorrow: additional €300 yearly towards your private pension fund

• Team first: join our yearly team-building Journi to exciting destinations

• Mac your life easier: with a company MacBook, also available for personal use

• Refresh and recharge: in-house meditation, pilates and yoga sessions every two weeks

• Stay healthy: regular in-house health check with Haelsi

• Unlock language skills: with a premium Busuu App membership

• Professional development: Access to resources, courses, and learning programs to help you excel in your role

• Boost your German: weekly in-house lessons in small groups

• Fuel your day: fruits, cereals, yogurt, and milk variations — on the house

• Brew up productivity: Italian-style coffee and teas in our coffee kitchen

• Special treatment: enjoy a premium membership on all Journi products