Over the next ten years, the global market for online wine sales is expected to grow significantly, and Vivino will be at the forefront of this growth. Therefore, we need a Tier 3 Support Specialist to be the primary point of contact for our customer support teams to handle escalations and order-related inquiries while driving improvements in key performance indicators.
Strategic thinker responsible for optimizing and aligning workflows and procedures
As a Tier 3 Support for our Northern European markets, you will be part of Vivino’s Customer Experience Team (CX) and based in Copenhagen, Denmark. However, occasional travel may occur. You will be spending your days interacting with our outsourced partners, managing internal support escalations, monitoring all of our internal and external support channels, identifying gaps in processes, and providing recommendations for improvement. You will be the primary point of contact for our customer support teams to handle escalations and order-related inquiries while driving improvements in key performance indicators. You will be reporting to the Senior Vendor Manager in CX and work closely together to ensure KPIs are met and operationalize improvements and changes to existing processes and workflows.
In addition to the above, your key responsibilities will also include:
Monitor and resolve Tier 3 support escalations
Build strong relationships with our partners and contribute to weekly operational meetings to ensure compliance with Vivino’s guidelines, policies, and procedures
Join calibration sessions with BPO partners to align on live monitoring and the evaluation processes, improve quality scores and additional support metrics
Identify opportunities to optimize workflows and contact handling procedures, to improve the efficiency and productivity standards of frontline support teams
Support with the monitoring of social media platforms to identify emerging issues and trends
Support with the development of training curriculum, policies, SOPs, system documentation, and other supporting materials in partnership with the training and content development team
Monitor customer support KPIs to ensure SLA standards for interaction and case handling are met
Manage internal tool access for partner onboarding/offboarding processes
This is a great opportunity to improve your skills through challenging projects, amazing colleagues, and a bit of wine on Fridays.
Organized team player with a proactive work-style and an eagerness to learn
As an ideal candidate, you can use data analytics and strategic planning to develop and operationalize improvements/changes to existing processes and workflows. You are highly organized and can manage multiple work tasks simultaneously. You should also be adaptable and use an open communication style to effectively establish and maintain key cross-functional partnerships. At the same time, you have the ability to work independently and manage your time to meet goals and deadlines.
Further required skills of a successful candidate:
German language capabilities with the ability to understand the ways of working in the German market
Excellent communication skills in English - written as well as verbal
1-2 years of professional experience in operations, customer service, or similar customer-facing role, ideally in a startup or in a fast-growing technology company
Experience working in a fast-paced environment and ability to effectively manage workload with multiple responsibilities, with a varying degree of complexity and difficulty
A Bachelor’s degree
Further, we consider it an advantage, but not a requirement, if you have:
Experience in using Salesforce or similar ticketing platforms
Familiarity with CX performance metrics, including, but not limited to Contact Rate, NPS, CSAT, QA scores, and interaction KPIs (ASA, TTFR, AHT, SL, etc.)
Experience working with business intelligence tools, to pull viable reports and dashboards, for analyzing results and building business cases and project frameworks
A passion for and interest in wine is also beneficial
Working at Vivino
Working at Vivino is both challenging, fun, and rewarding. We have an incredible, multicultural, and truly international work culture where we take care and look out for each other. And we have a lot of fun! We appreciate new ideas, and we encourage everyone to bring them to the table. We are not afraid to make mistakes – as long as we take ownership, learn from them and support each other in getting even better.
We offer the following benefits to all our Copenhagen employees:
Awesome work culture with few formal procedures and limits
A diverse team of many nationalities
Possibility to visit other offices
Friday wine bar
Daily lunch catering
Pension plan
Health insurance
About Vivino
TRUSTED BY MILLIONS TO DISCOVER AND BUY THE RIGHT WINE EVERY TIME
Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino's unique wine shopping experience leverages community data to suggest personalized wine recommendations for each individual user. In addition to making wine discovery fun and effortless, Vivino is the best place for wine drinkers to buy wine. The Vivino app is available for download on Android and Apple devices.
We are a fast-paced, growing team with offices in San Francisco, California, and Copenhagen, Denmark. We also have teams worldwide in the UK, Netherlands, Italy, Spain, Germany, France, Ireland, Australia, and Hong Kong.
Our team is passionate about our core purpose - to empower people everywhere to enjoy wine to the fullest. We do that every day by building technology and leveraging data that puts the power back in the hands of the consumer. We do not see wine as a commodity but as an offering of a cultural experience that was once out of reach for many but is now open to everyone.
Our five core values are:
Always Strive for Better
Work Together
Earn and Offer Trust
Be Approachable
Lead with Data
Commitment to diversity and inclusion
Vivino is an equal opportunity employer and prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status, and veteran status any other characteristic protected by applicable law.
This job comes with several perks and benefits
Time is precious. Make it count. Morning person or night owl, this job is for you.
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
Peckish after lunch? We got your back with soft drinks, treats and fruit.
We take care of you, even when you are old and wrinkly.