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Customer Service Director

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At Spiir and Nordic API Gateway, we’re all passionate about making a difference for our users and clients. People call us user-centric but the fact is: We’re user obsessed. We know that our users are the best source of feedback. And without our users - we wouldn’t exist. 

We strive to answer all inquiries within 24 hours and we actually did that in 91% of our cases last year. We are close to our users and our users are close to us. The key to that has been our warm, engaging, casual and fun communication style.  

Where we’re coming from

Since Spiir was founded in 2010, we’ve aimed to help our young, curious and casual Spiir users. Today, the number of Spiir users has grown to 330.000. As we expand Spiir to the rest of the Nordics, this number will keep growing. 

In 2018, our setup changed when we launched the B2B service, Nordic API Gateway. Adding a B2B segment to our support the launch invited completely different users onboard, including banks, retail companies, ERPs and start-ups.  

Up until this point, we haven’t had any employees working solely on customer service. Instead, ambitious Spiiranians including our developers and marketers have joint efforts to help our users. As we have grown, it’s time for our support to grow with us. 

That’s why we’re looking for you! 

As our Customer Service Director, you’ll be one of the cornerstones of Spiir and Nordic API Gateway. Because you’ll be the direct voice to our users, it’s essential you’ll maintain an informal tone of voice when you’re helping our users. At the same time, you also represent our users internally. To do that, you can activate our different teams to support when needed. You’re also a do’er, so putting actions into plans based on your findings comes naturally to you.

Our support is mainly in writing, so it’s important that you’re an excellent communicator in both written Danish and English. Nordic API Gateway has clients from all of Scandinavia and soon we’ll be launching the Spiir app in the rest of Scandinavian countries. Working as a Customer Service Director with us, it will be your responsibility to make sure that we’re ready to provide good customer service in all new markets and on both our products. 

A big task of yours will be to built up a customer service team. So extensive customer service experience and leadership skills are essential for this role. 

Your daily tasks will be: 

  • Ensuring sublime onboarding help to new users and clients  
  • Establish and execute a sublime customer service strategy 
  • Meeting our SLA’s for support and hitting inbox zero on incoming support requests daily
  • Automate processes and workflows for support on all our channels
  • Building structured approaches to handle our customers and users feedback, requests and ideas. 
  • Analyzing daily, weekly and monthly metrics to set goals and engage the support team. 
  • Management reporting with both SLA, KPI and user/customer pain points.
  • Establish talent needs and built up a stellar team. 
  • Be the voice of our users and customers internally. Communicate and coordinate with the sales and product teams on requests and ideas flowing from our users. 
  • Feed the product team with errors and ideas from users, coordinate with our sales team on customer requests and ideas and activate our tech teams to solve technical problems for our users. 

In short: You’ll be rocking everything regarding our support 🎸🤘

We expect you to have:

  • Experience within the Customer Service-field from a former job
  • Leadership experience in building a kick-ass support-team and support culture
  • The skills and ability to carry out several tasks at once without losing sight  
  • You are a goal-driven person with natural skills for building structure and process to support your goals.

Nice to have:

  • FinTech experience
  • SaaS experience
  • Worked with multiple markets
  • B2B and/or B2C experience

Impress us. Send your application, CV, Linkedin and tell us why you should be the frontline responsible for Nordic API Gateway and Spiir. We are looking forward to hearing from you. 😊

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Wilders Pl. 15A
1403 København Directions stg@spiir.dk

Why Spiir?

At Spiir you’re not only a part of a vibrant workplace. As a part of our team, you’ll join a FinTech family who’s dedicated to help others managing their personal finance in a smart and simple way. 

or FunTech? There is plenty of space to innovate, laugh and have fun in our offices.

  • A strong team spirit

    Despite being a mixed bunch of talents with a wide range of skills and expertise, Spiir has an awesome team mentality. We love working in teams, being social and celebrate our successes together. 🎉🥂

  • A fast-moving FinTech

    Too early for champagne? Nope! 🍾 We currently have more than 280.000 Spiir users in Denmark and we’re just about to expand our services to the rest of the Nordics. We strive to reach 750.000 app users in 2019 and we aim to become the leading PSD2 infrastructure in Europe with Nordic API Gateway.

  • A low-key and relaxed workplace

    From passionate developers to digital strategists, there is room for everyone at Spiir. We’ve created an informal workplace where diversity, humor and endless high-fives are a natural part of the everyday office life.

  • Flexible working hours

    Morning person or not? We don’t care. At Spiir you’ll get the freedom to structure your working hours as you please.

    Who doesn’t like to work from home once in a while? 😎

Who are we?

We’re a dedicated, talented and energized team. We’re all passionate about Spiir, and it’s our core believe that personal finance should be less boring and more fun.

With the mission to create a strong PSD2 infrastructure platform, we’ve also launched Nordic API Gateway, which is set to make innovation easier for everyone. Nordic API Gateway helps fintech companies and start-ups create awesome services for both consumers and businesses.  

Already working at Spiir & Nordic API Gateway?

Let’s recruit together and find your next colleague.

  • Ahmed Magdy
  • Alex Langberg Jensen
  • Alex Voigt Hansen
  • Bjørn Eyde
  • Christian Dias Løgberg
  • Christian Panton
  • Christian Pihl Nielsen
  • Christian Victor Andersen
  • Christie Holm Kristensen
  • Dobrawa Radecka

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