Customer Happiness Team Lead (Digital Product Support)
Job type: Full Time · Department: Customer Happiness · Work type: Hybrid
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.
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.
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!
Benefits Overview
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.
Social & Perks
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
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