Our wonderful Senior Team Lead, Line, is going on maternity leave - doing the most important job in the world; taking care of a new mini Klarian 👶  We are therefore looking for a Team Lead who can be the new lighthouse🗼 for Customer Support.  “What will happen when Line returns from maternity leave?” - one might ask. Simple answer - Line will grow in to another position within the Customer Support department 🥳

Line and her small, but customer looooved team, are currently looking for a dedicated and experienced Team Leader to join our Customer Support squad at our cosy office in Nørrebro, Copenhagen 🇩🇰 

As a Team Leader within our Customer Support team, you will play a crucial role in guiding, monitoring, and leading a dynamic team of 3 Customer Support members including a Sales Executive (and the team will grow 🚀 ).

Your daily responsibilities will include hands-on involvement in tasks such as phone support, ticket handling, managing customer reclamations and delegating tasks effectively. Your LEAN process expertise will be instrumental in optimising team efficiency, and your coaching abilities will help the team succeed in objection handling and customer interaction. You will also take the lead in follow up on KPIs and goals for the team, ensuring that we consistently deliver exceptional customer experiences. Your tech-savvy nature, coupled with your familiarity with multiple platforms, will be invaluable in streamlining our operations. We are seeking an executor with a "can-do-attitude," and we believe you possess the qualities we are looking for.

Assignments on your to-do lists 💯

• Assume overall responsibility for Customer Support and After Care handling

• Actively participate in daily operations and serve as a role model for the team. This

• Includes:

  • Engaging with customers via phone calls

  • Handling support tickets

• Ensure complete telephone coverage from Monday to Friday by actively participating in the floor plan and creating a monthly shift plan if needed - this role is a very hands on role!

• Together with Line update and establish key performance indicators (KPIs), performance metrics, and guiding principles for how Klar should respond to customers across phone calls, emails, social media, and review responses

• Monitor individual and team performance metrics, including call volume, call quality, and response times

• Together with Line and the Product Specialist, Niklas (located in Sweden), optimise workflows within general contacts and claims

• Conduct training sessions for new hires to ensure they are well prepared to represent Klar effectively

• Maintain an FAQ listing on the Klar website to address the most frequently asked questions, both before and after purchase

• Conduct one to one meetings with team members to provide ongoing coaching and skill improvements

• Provide feedback to our Quality team in Estonia when patterns of product malfunction or faulty product quality emerge

   

For you to be a success in Klar ⭐️, you need to have the following skills:

• At least two years of experience in being a Team Lead, Stand In or supervisor in a Customer support/service department where speaking on the phone. 

• Customer centric in your bones 🦴 🧬

• Strong communication skills - Native Danish speaker and English on a high level - both oral and written

• Thrives in the scale-up environment where days can be chaotic

• Work structured and disciplined around your tasks and deadlines

• Love to question the status quo and try different solutions, even if you fail at first

We offer:👏🏻

• 5 weeks of vacation 😎

• 1 Care Day each quarter - a day JUST for you where you can do whatever you would like to 💙

• Pension after 6 months - partly paid for by Klar 💰

• After 1 year of employment 5 extra vacation days 🏝

• Possibility to work from our sister offices from time to time (only if you want to). Klar will cover the plane tickets Copenhagen, Stockholm, Tartu or Tallinn ✈️

• An opportunity to have a significant influence on your work and the business in general (we are very open to change) 💡

• Lunch - partly paid for by Klar 🌮

• An informal and positive workspace that likes to joke around 🤪

• A scale-up environment: Not a start-up with no means, nor a corporate monster that doesn’t care 🚀

• Unforgettable team events and company parties twice a year (all Klar heroes together 🦸🏼🥂🦸‍♂️ ) - Think smoke sauna, pine forests, cheap craft beer 🍻

When are you "Klar"?

ASAP would be nice. But we are also realistic - so we are waiting for the right candidate 🏃‍♀️💨

Ready to sprinkle positivity and make our customers' day, every day? At Klar, we are not just opening doors; we are opening opportunities. Join us today, and let's make windows and doors more exciting than ever before!  

About Klar

Klar is the fastest-growing european D2C business for windows and doors. Our products are affordable because we sell directly to our customers without intermediaries. We have an Estonian founder and CEO however, much of the administration is in Denmark, which is also currently our biggest market. We have been growing by +100% for the last three years. That means you will be part of a growing success – and are only just getting started!.

We welcome applications with all backgrounds, ethnicities, genders, communities, and industries and are committed to having a team made up of diverse skills, experiences, and abilities. We value the positive impact that difference has on our teams and are committed to equality and diversity within our workforce. Read more about klar on our career page 💙