Customer Experience Manager
Oura, Finland
Job Description
Oura is an award-winning and fast-growing startup that helps people track all stages of sleep and activity using the Oura Ring and connected app. By providing daily feedback and practical steps to inspire healthy lifestyles, we've helped hundreds of thousands of people improve their sleep, understand their bodies, and transform their health. We’re on a mission to empower every person to own their inner potential, and we’re seeking candidates who want to make an impact on our journey.
We’re looking for an experienced and exceptional Support Manager and people leader who will lead and inspire our Customer Experience Team in Oulu, Finland. You’ll work closely with other Customer Experience leaders to ensure we’re delivering an incredible customer experience across multiple channels, languages, and time zones. You’re someone who can see the bigger picture and you use data to drive strategic decisions to improve the experience of both customers as well as our agents. You’ll build upon existing foundations to prepare the team for rapid growth while creating an amazing work environment.
You’ll be based out of our Oulu office
What you will do:
- Lead and inspire a team of 10+ people in Finland, supporting customers in more than 75 countries
- Manage day-to-day queue operations, ensuring we’re exceeding our SLA’s while continually improving upon our satisfaction metrics
- Work closely with Quality Assurance and Learning amp; Development to coach, mentor, and develop individual agents
- Track performance metrics to better identify, measure and improve opportunities in processes, tools and training
- Use quantitative feedback to drive product, sales, and operational improvements with leadership teams across the company that enhance the Oura experience
- Work closely with other Customer Experience leadership to help shape and implement our overall customer experience strategy
- Investigate and resolve escalated customer issues, ensuring we’re adhering to our team’s mission of building lasting relationships with our customers
Requirements
We would love to have you on our team, if you have:
- 3+ years of experience managing customer support or operations teams in a fast-paced, start-up environment. Experience in healthcare or wearables is strongly preferred.
- Experience in both technical and operational customer support strongly preferred
- Experience collecting, analyzing and visualizing customer support data and using it to make strategic decisions or suggestions
- Strong interpersonal skills and ability to build relationships with cross functional stakeholders
- Exceptional attention to detail, outstanding time management, communication and organization skills
- Ability to remain calm and effective under pressure
- Experience using Zendesk, Slack, Jira, GSuite preferred
- BA/BS degree preferred
- Native or fluent Finnish speaker strongly preferred
Benefits
- Competitive Salary
- Lunch benefit
- Wellness benefit
- Flexible working hours + work-life balance
- Possibility for remote work
- Collaborative, brilliant teammates
- An Oura Ring of your own
- Latest equipment of choice
At Oura, we care about you and your wellbeing. Everyone here at Oura has a ring of their own, and we hope that you will enjoy learning about your body and how you can improve your health and wellbeing. We also learn from each other: we're always excited to hear about and learn from the experiences you will bring.
If this sounds like the opportunity for you, please send us your application as soon as possible but by March 31st the latest. We will start reviewing the applications immediately, as we receive them.