Process and Escalations Associate (3’rd line Customer Service)
Since 2018, Voi has been on a mission to create safe, sustainable and reliable micromobility for everyone. Today we are the #1 e-scooter service in Europe, operating in 100 cities with over 250 MILLION rides to date. It has been an amazing journey and we have no intention of stopping now! To continue this journey we are looking for a Finance Associate focusing on the accounts payable process for our operations in multiple European entities. Are you ready to join the Voiage?
YOUR MISSION AT VOI
As a Process and Escalation Associate at Voi, you will be responsible for handling escalated customer issues, managing sensitive cases, and ensuring compliance with company policies and procedures.
You will play a crucial role in driving high quality delivery of customer service by working closely with the support teams and ensuring that all prerequisites for them to do their work with excellence are in place.
Within the customer experience team, you will handle and coordinate some of the most sensitive critical incidents cases with close collaboration with the stakeholders from Legal, Operations and Market Policy teams
Some of your tasks will include:
- Resolve/manage customer cases coming to the escalations team
- Manage sensitive incidents, insurance cases, cases involving authorities and senior internal stakeholders
- Manage escalated cases and collaborate with team leads for resolution and ensure the knowledge with the team leads is continuously improved.
- Conduct root cause analyses to address underlying problems to the escalations team.
- Actively participate in continuous improvement initiatives within the team.
- Providing feedback and suggestions for enhancing customer experience operations.
WHAT YOU NEED TO EMBARK
- One or more years of experience in customer support or a related field, with a proven track record of handling difficult customer interactions and resolving complex issues.
- Excellent verbal and written communication skills to effectively interact with customers and internal teams
- Experience using technology to manage customer interactions, track issues, and process claims
- Performs exceptionally well even in challenging circumstances
- Capable of meeting and exceeding job expectations even in a fast-paced environment.
WHY VOI?
Working at Voi is more than just a job; Our People Promise includes a personal Voiage where you will grow as a professional and be a part of a team and culture that builds something meaningful for society. In addition to this you’ll have the opportunity to:
Join the #1 micromobility company in Europe and one of the fastest growing scaleups
Get “skin in the game” through our employee options program
Work with inspiring, motivated and fun colleagues toward a common goal
Join the micromobility-revolution and be a part of creating sustainable cities made for living, free from noise and pollution
- Business area
- Business Operations
- Locations
- Stockholm, Berlin Office
- Remote status
- Fully Remote
- Employment type
- Full-time
![Picture of Niklas Lindeborg](https://images.teamtailor-cdn.com/images/s3/teamtailor-production/square_226-v4/image_uploads/b5be001d-04a2-426f-8971-4af7b496a4fc/original.jpeg)
Our values
Push boundaries - Dare to design the future of mobility
Build with empathy - Create long-lasting, sustainable impact
Ride together - Collaborate with the ambition of changing the world
About Voi Technology
Founded in 2018, Voi is a Swedish micromobility company offering e-scooter and e-bike sharing in partnership with towns, cities and local communities. We believe e-scooters can play a central role in changing how people move in our towns and cities in the future. We want to ensure that the micromobility transformation happens the right way - through real innovative technology, open and transparent dialogue with towns, cities and governments and by adapting our products to local needs. Voi’s holistic Environmental Action Plan tackles emissions and promotes renewable energy use and circularity along its supply chain.
Voi operates in over 100 towns and cities across 12 countries. It is headquartered in Stockholm and employs around 1000 people. To date, Voi boasts more than seven million riders and has served more than 180+ million rides.
DIVERSITY MATTERS
We believe that having a wide diversity of people with different backgrounds and perspectives within Voi is essential to our success in delivering the best user experience to our equally diverse user base. With employees from over 50 nationalities working within Voi, we believe we have made good progress but know we can still do more. Regardless of your gender, background, or sexual orientation, we welcome applications from whoever you are including those actively serving as a Reservist or those who have served in the military and their spouses - what’s important for us is what skills and value you can bring to the Voi team. And of course that you’re a great Voi culture add! Therefore we actively discourage any photos, personal letters, or disclosure of any information that concerns other information than your professional experience.
Process and Escalations Associate (3’rd line Customer Service)
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