Operations Excellence Associate (Customer Experience Chatbot)
VOI Technology
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Since 2018, Voi has been on a mission to create safe, sustainable and reliable micromobility for everyone. Today we are the #1 e-scooter service in Europe, operating in 100+ cities with over 250+ MILLION rides to date. It has been an amazing journey and we have no intention of stopping now! To continue to deliver a great customer experience and support to riders across all markets we are looking for an Operations Excellence Associate to own the management and performance of our chatbot for a 9 month parental leave cover. Are you ready for the voyage of a lifetime?
YOUR MISSION AT VOI
As Operations Excellence Associate you will own the management, performance and continuous improvement of our chatbot, supporting 60% of incoming contacts across all markets. In this role you will collaborate closely with the rest of the CXO-function and our development teams to contribute to the creation of content and implementation of enhancements and new functionality to improve accuracy and efficiency in the processes. This will include:
- Overseeing the chatbot operations, analysing the performance, and identifying and driving improvements of the content and chatbot flows across all markets
- Working in close collaborations with the rest of the CXO-function on the creation of new content
- Collaborating a with the product- and developments teams to build and deploy updates, enhancements and new functionality
- Being the expert and point of contact for everything chatbot-related, ensuring that the CXO-function is updated on all initiatives and trends
WHAT YOU NEED TO EMBARK
We are looking for an ambitious and analytical customer experience professional with experience from working with escalations and a curiosity about new technical solutions and driving process improvements. In addition to being fluent in English, we believe the right person has:
- A couple year experience working in customer experience or customer service
- Experience from creating and managing content
- Experience from working with set KPIs
- Ability to collaborate and manage multiple projects and stakeholders simultaneously
- Experience from working with process improvements and chatbots operations is a merit
WHY VOI?
Working at Voi is more than just a job; Our People Promise includes a personal voyage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this you will have the opportunity to:
- Join a fast-moving scaleup and the #1 e-scooter operator in Europe
- Own and drive the development of the critical CXO-infrastructure to ensure stellar customer experience and support across all markets
- Collaborate with inspiring, motivated, supportive and fun colleagues working towards a common goal
- Join the micromobility revolution and be a part of creating sustainable cities made for living, free from noise and pollution
- Business area
- Business Operations
- Role
- User Support
- Locations
- Stockholm
- Employment type
- Full-time
Stockholm
Our values
Push boundaries - Dare to design the future of mobility
Build with empathy - Create long-lasting, sustainable impact
Ride together - Collaborate with the ambition of changing the world
About Voi Technology
Founded in 2018, Voi is a Swedish micromobility company offering e-scooter and e-bike sharing in partnership with towns, cities and local communities. We believe e-scooters can play a central role in changing how people move in our towns and cities in the future. We want to ensure that the micromobility transformation happens the right way - through real innovative technology, open and transparent dialogue with towns, cities and governments and by adapting our products to local needs. Voi’s holistic Environmental Action Plan tackles emissions and promotes renewable energy use and circularity along its supply chain.
Voi operates in over 100 towns and cities across 12 countries. It is headquartered in Stockholm and employs around 1000 people. To date, Voi boasts more than seven million riders and has served more than 180+ million rides.
DIVERSITY MATTERS
We believe that having a wide diversity of people with different backgrounds and perspectives within Voi is essential to our success in delivering the best user experience to our equally diverse user base. With employees from over 50 nationalities working within Voi, we believe we have made good progress but know we can still do more. Regardless of your gender, background, or sexual orientation, we welcome applications from whoever you are including those actively serving as a Reservist or those who have served in the military and their spouses - what’s important for us is what skills and value you can bring to the Voi team. And of course that you’re a great Voi culture add! Therefore we actively discourage any photos, personal letters, or disclosure of any information that concerns other information than your professional experience.
Operations Excellence Associate (Customer Experience Chatbot)
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This job is no longer accepting applications
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