Customer Happiness Team Lead (Digital Product Support)
At Journi, a creative tech company and Austria’s most innovative startup of 2024, we’re on a mission to build the world’s most downloaded printing app. Our app empowers customers to create beautiful photo books and other print products using AI technology to automatically generate personalized designs.
Responsibilities
* Team Leadership & Development: Lead, coach and develop a team of 3‑4 support agents handling app‑related, payment‑related, and bug‑related inquiries. Conduct 1:1s, performance reviews, and salary talks.
* Quality Assurance: Ensure all customer inquiries are handled efficiently, accurately and with a customer‑first mindset. Forward trends and improvement suggestions to Engineering, Product Management, and Customer Experience.
* Process Optimization: Identify and implement improvements to support processes and reporting to increase efficiency and customer satisfaction.
* Performance Management: Monitor team performance and analyze key metrics related to productivity and quality.
* Strategic Leadership & Planning: Collaborate with other Support Leads to align and continuously enhance the overall customer experience. Set yearly and quarterly OKRs for Digital Product Support.
* Operational Excellence: Independently resolve tickets, set benchmarks for adherence to internal processes, conflict resolution, and consistent tone.
Qualifications
* Technical leadership experience managing a multilingual customer service team and collaborating with Product & Engineering teams.
* Proven ability to lead, motivate and develop a team.
* Expertise with tools such as Jira, Asana and Zendesk.
* Exceptional communication skills and quick learning ability.
* Strong analytical thinking; able to identify complex problems and develop effective solutions.
* Permitted to work in the EU/Austria and able to relocate to Vienna.
Benefits
* Competitive base salary starting from €50,000, depending on experience.
* 25 days vacation per year, plus 1 extra day for each year of service (up to 5 days).
* State‑of‑the‑art office with ping‑pong and foosball, hybrid working model (40% home office, core hours 10am‑4pm Mon‑Thu, 10am‑2pm Fri).
* Monthly lunch allowance and daily fresh lunches in company eatery.
* Public transport card reimbursement for Vienna.
* Additional €300 annual contribution toward private pension fund.
* Annual team‑building trips and access to company products.
* Company MacBook available for personal use.
* In‑house meditation, Pilates, yoga sessions every two weeks.
* Health checks with Haelsi company and premium Busuu language membership.
* German language lessons and weekly in‑house levels.
* Premium membership on all Journi products and coffee/tea kitchen.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Technology, Information and Internet
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