Director of Customer Experience and Operations

3 days ago

Copenhagen, Copenhagen, Denmark Billy ApS Full time
Unleash Your Potential as a Director of Customer Experience and Operations

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a track record of driving business growth through innovative strategies and team leadership? We are seeking a talented individual to join our team as a Director of Customer Experience and Operations in Denmark.

About the Role

This is a unique opportunity to shape the future of our customer service operations, leveraging your expertise to drive customer satisfaction, loyalty, and retention. As a key member of our Revenue team, you will be responsible for executing our customer service strategy, leading a high-performing team of specialists, and developing training programs to enhance their skills and knowledge.

Your Key Responsibilities

  • Develop and execute customer service strategies to drive customer satisfaction and loyalty
  • Lead a team of dedicated customer service specialists in Denmark and Finland, fostering a culture of excellence and collaboration
  • Monitor and report on key performance indicators (KPIs) and goals, ensuring alignment with business objectives
  • Carry out responsibilities related to banking, accounting, tax, and invoicing services for Danish-, Finnish-, and Swedish-speaking customers
  • Cultivate cross-team collaboration and engagement to drive business outcomes
  • Create, optimize, and drive processes to improve efficiency and effectiveness
  • Evaluate and manage escalations and crisis situations
  • Maintain up-to-date knowledge of technology and tools used by the CS&O team, ensuring seamless integration and support

Your Background and Qualifications

  • Demonstrated experience in a similar role, preferably with near-native Danish and English language skills
  • +2 years of experience in supporting B2B customers, ideally small businesses
  • Experience in accounting and financial services
  • Proven ability to lead and motivate teams, develop loyalty with stakeholders, and consult on best solutions for customers
  • Strong client-facing and communication skills, with excellent collaboration and internal knowledge-sharing abilities
  • Able to handle demanding customers while maintaining integrity and compliance standards
  • Availability to work from our Copenhagen office three days per week

About Us

We are Ageras, a software platform revolutionizing the way small businesses operate across Europe and the US. Our cutting-edge dashboard integrates accounting, banking, and taxes, empowering entrepreneurs to focus on their core activities while eliminating administrative burdens.

What We Offer

  • A modern, state-of-the-art office with carefully designed floor plans and work settings
  • Freshly prepared office lunch and a dynamic team environment where creativity thrives
  • A high degree of autonomy within a fun, energetic, result-driven international team culture
  • A culture of inclusion where all employees feel valued and respected
  • A caring environment that encourages growth, development, and career advancement opportunities

Estimated Salary: 140,000 - 160,000 DKK per annum

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