Head of Customer Care

Vienna-Full-time

At Journi, a creative tech company, we’re building the #1 most downloaded printing app in the world that allows customers to create beautiful photo books and other print products without effort. Using AI technology, we automatically create personalized designs based on the content our users want to print.

We're looking for a Head of Customer Care to lead our team to new heights in delivering exceptional customer service.

➤WHO ARE WE LOOKING FOR?

• At least 7 years of proven experience in customer service roles

• A minimum of 3 years in leadership positions, demonstrating effective team management and strategic decision-making abilities.

• Successful management of at least 1 team of 5-8 people, with a strong preference for candidates who have managed 2 teams, including the supervision of team leads.

➤WHAT YOU'LL DO 

→ Efficiency Lead:

Innovate and implement strategies to enhance team efficiency.

Empower the team to reach the next level of excellence and success in customer support 

→ Customer Satisfaction Focus:

Ensure the Customer Happiness team consistently delivers excellent service to enhance customer satisfaction.

Monitor and optimize key performance indicators (KPIs) such as CSAT, average response time, and customer lifetime value (LTV).

→Operational Excellence:

Elevate support organization and processes to achieve operational excellence.

Enable the team to meet and exceed KPIs through effective leadership and strategic initiatives.

Report directly to C-Level executives on team performance and customer satisfaction metrics.

→Team Collaboration:

Facilitate collaboration between teams and team leads.

Establish clear communication channels to encourage mutual learning and knowledge sharing.

→Strategic Planning:

Drive strategic planning, ongoing goal setting, and OKR planning with the management team.

Conduct regular market research on industry trends, salaries, and tools to ensure the team remains competitive.

→People Management:

Conduct 1:1s, 360° feedback sessions, and performance reviews.

Implement contribution scoring and lead salary discussions, defining transparent salary structures.

Conduct skip-level 1:1s to maintain open communication and address team concerns.

→Continuous Improvement:

Foster a culture of continuous improvement by engaging with support leads from other companies.

Implement best practices learned from industry exchanges to enhance team efficiency.

→Leadership Presence:

Be a supportive and calm anchor during challenging situations, ensuring a positive work environment.

Define clear reporting structures and transparent communication channels for team goals.

➤YOUR BAG OF TRICKS 

You: 

• know how to enable a team to achieve their team and individual goals

• know how to measure the success of the customer care team and how to set up the right reporting and KPIs

• know how to proactively get the best out of the team and motivate them

• know how to strengthen strengths

• know how to grow, develop, and build a team of currently 12 people to 20+ 

• know how to structure and organize the team to work more efficiently

• have ideas on how to handle further growth and internationalization from a strategic perspective

• live a strong feedback culture, giving back, being an entrepreneur, thinking big, thinking like customers and celebrating success

➤WHAT WE OFFER

A happy team makes for a happy workplace. We wouldn’t be able to do what we are doing without our team and that’s why we offer:

• A fair annual gross salary in accordance with the Collective Agreement, starting from a minimum €60,000. Our final offer depends on your experience and qualifications amongst other factors.

• A bunch of awesome social benefits (incl. public transport card, health insurance, pension fund, German classes and access to premium language learning app)

• Daily lunch vouchers worth €5,50 per day which you can use in more than 1000+ restaurants in Vienna and our downstairs cantina.

• Fully functional kitchen in our office with access to healthy and organic foods (cornflakes, fresh fruit, yogurt, Italian portafilter coffee and a huge range of teas)

• 25 vacation days per year plus get up to 5 extra holidays per year (1 extra day for each additional working anniversary at Journi)

• Team activities - annual team trip, get-togethers and digital events

• €2,000 personal development budget per employee per year

• Work in a fun, bright and award-winning office - built by the Journi Team! Including ping-pong and foosball to blow off steam

• High-end computer (Mac) set-up and tools that will make you enjoy getting your work done

• Flexible working hours (with core hours: 10am-4pm Mo-Th; and 10am-2pm on Fr) 

• Hybrid working model with 40% home office days

• Relocation and visa support for non-EU citizens: ONLY with a finished Computer Science degree

• Be part of a team of highly motivated and like-minded individuals who you can learn from and want to learn from you too!

APPLY NOW!

Please include: CV and motivation letter in your application :) 

What steps can you expect in the interview process: 

1. Screen call with the People & Culture team

2. Technical interview

3. Founders cultural fit interview

ABOUT US

We are proud to promote inclusion and diversity at Journi - no matter what race, nationality, gender, religion or sexual orientation - there is always a space for exceptional individuals in our team.

At Journi, our mission is to build the most customer-centric way to hold onto your memories. We leverage the power of massive amounts of data and modern AI to enable people to print their memories as easily as taking pictures using the Journi Print app. The smart algorithm in the Journi apps processes 1,000 photos within less than 30 seconds to find the perfect photo layout. You capture the moments and we enable you to convert these into beautiful print products within seconds. We believe in innovation, collaboration and a future where digital and print go hand in hand to preserve lasting memories. We want to become the leading destination to share and print your moments. We have already inspired more than 5 million users around the globe and established Journi as a key player in a booming market, however, we have only scratched the surface of our potential.

We are a startup and the creators of the most successful photo and print apps on the market. The Journi apps are downloaded and used by millions of users worldwide. We have been featured by Apple and Google over 20k times and have been covered by Forbes, the L.A. Times, TNW, Techcrunch, and many more.

At Journi, we look for exceptionally motivated people to become a member of our innovative team of 60+ people from all around the world. People who are passionate about solving challenges and making decisions that impact the success of the company. If you think this could be you, why not send us your application? ;)

Nada Zoranovic

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Talent Acquisition