Customer Service Lead (f/m/d)

Graz Full-time

Job Description

We at Nuki strive to completely redesign the access to your home. In just four years, we have evolved from a start-up to the leading provider of smart access systems in Europe.

As a customer-oriented team player (f/m/d) with strong communication skills, you see customer support as your passion. In this position, you will independently handle external customer inquiries, proactively support the customer service team in the implementation of operational agendas and support the team through your negotiation skills in escalation management. You will get the chance to take over leadership responsibility, to continuously develop the internal as well as the external customer service team and to actively shape the future of Nuki.

Your Role

  • Expansion and development of a strong team of customer support employees as well as professional and disciplinary leadership of the team
  • Daily coordination of customer requests, ensuring that calls, chats, requests on social media and emails are answered in a timely, efficient and knowledgeable manner
  • Escalation management in 2nd level support of incoming customer requests including documentation in our support tool
  • Analyzing workflows and continuously optimizing processes, including setting up data-based reporting and coordinating our external support team
  • Ensuring high quality standards and optimizing the customer experience in close coordination with the Head of Customer Experience
  • Coaching of the customer service team with regard to performance and feedback
  • Organizing and conducting workshops to train specific customer support topics (e.g. escalation and complaint management) as well as participating in cross-regional or company-wide projects

Job Requirements

  • At least two years of professional experience in leading a customer service team, ideally in a technical-focused and fast-growing company
  • High process and service orientation and a strong understanding of quality as well as initiative and implementation skills
  • Customer-oriented appearance and high social competence, especially in challenging situations
  • Excellent written and oral communication skills
  • Business fluent in English and German, additional knowledge of French is an advantage

Why Us

  • Strongly growing, well financed company
  • The opportunity to contribute your ideas and actively shape the future of Nuki
  • Ongoing training opportunities in the office and outside at conferences, seminars or by financing technical literature
  • 26 paid days off and flexible time management
  • Mobility support: when using public transportation or using the parking garage
  • Free lunch once a week plus quality coffee and tea anytime, farm juices, fruits and vegetables as much as you want
  • Subsidy for ongoing childcare costs
  • Free massage in the office during working hours
  • Regular team events (e.g. 2-day summer event or annual dumpling challenge)
For the advertised position, a minimum salary of € 2,824.00 gross per month applies according to the collective agreement. Willingness to overpay if you have the appropriate qualifications. This position is open for applications in Graz.

About Us

Welcome home. We at Nuki are breaking new ground and are working on a completely keyless future. As one of the fastest growing companies in Austria, we offer high-quality products, a dynamic team of 80 employees and more than 150,000 satisfied customers. We are pioneers in the Smart Home sector and are looking for people like you who are not satisfied with the status quo and are willing to take on responsibility quickly. We look forward to getting to know you!

Apply now