Head of Customer Support

In Formpipe we have recently decided to join our forces in Service & Delivery in the Nordics. As part of that merge, we are consolidating three separate support functions, supporting five main software platforms and quite a few modules and additions to these. Our helpdesk is mainly for super users from our public customers. The supporters deliver 1st line support, mostly funneled through the helpdesk system/portal. Incidents and service request that cannot be resolved in the helpdesk is dispatched to 2nd/3rd level in Delivery or Development.

The job...
We are looking for a Head of Customer Support responsible for leading our helpdesks in Denmark & Sweden. Currently, most staff (around 15 FTE) are located in Linköping and Ballerup, but use of other offices (including home offices) occurs, and some travel can be expected.

The position reports to the VP of Service & Delivery and you will be part of the Service & Delivery management team as well as the Extended Management Team comprising leadership positions across the Nordics.

As a Head of Customer Support you will be the people manager for the customer support staff, where many have a technical background. If you have experience with working in the frontline and how to secure the help and cooperation from you colleagues when needed, that would be great, so will experience with long distance people management.

Your responsibilities
As Head of Customer Support you will oversee the daily operation, ensuring prompt, competent and customer-centric support to our customers. You have a strong focus on the importance of proactive and continuous communication.

You will ensure that we have the right mix of competencies and flexibility in our support to meet our customers needs – now and in the future.

Currently we have two different help desk systems (iHLP & Deskpro). We expect to merge into one. That project will be your responsibility.

You
On a personal level, you know what you want, and you have the ability to convince others of your ideas, but you also know, when to be pragmatic in order to move on.

You have a strong focus on customer satisfaction acknowledging that generating satisfaction and mitigating dissatisfaction requires a diverse set of skills, an open mindset – and constant focus.

You have a proven track record getting other departments to work with you. Not all customer interactions can be resolved in your department – you know how work effectively across departments.

Know how to balance “running the operation” and “improving ways of working”. We need to deliver on our “daily promises” to customers, but we also need to identify and implement improvements. We can always do better, and you are able to drive that change.

Base
Your primary base of operations is likely Linköping or Ballerup – You will need to use both offices continuously to some extent.

Formpipe

Here at Formpipe we know our people are our greatest asset. With more than 250 employees across offices in Sweden, Denmark, the UK, the United States and working remotely across the rest of the world, we have a truly global presence. Our ‘Purple’ values are at the heart of everything we do, and we believe this makes us different from other businesses. Working at Formpipe is something special, something unique, and once you’re onboard, we think you’ll agree. We support each other, we respect each other, and we smile and have fun. With shared values and goals, we grow as individuals, we grow as teams, and we grow as a company.

We look forward to meeting you soon

With a comprehensive onboarding program, a personal learning and development plan and regular business updates, our aim is to make your journey with us at Formpipe as valuable, fulfilling and enjoyable as possible.