Customer Service Experience Manager

3 weeks ago


Oslo, Oslo County, Norway nShift Full time

About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS). We enable the frictionless shipment and return of almost one billion shipments across 190 countries each year.

We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our Mission

We shape the future of shipping, one frictionless journey at a time.

Purpose of Role

The Quality Manager in Customer Service will spearhead efforts in driving the highest standards of customer service excellence for nShift. This role will collaborate with a robust Customer Service team of approximately 80 professionals to improve the quality of their output through discoveries and planned actions.

About You

We believe you have experience managing or consulting in quality frameworks (QMS) and structured initiatives for improvement. You have a passion for making things better and know how to articulate and measure it.

Key Responsibilities

  • Develop and own a framework for quality and excellence within Customer Service.
  • Document communication standards and plan for continuous improvements on the area.
  • Oversee and report on the quality trends within customer communication and uncover areas for improvement and plan actions.
  • Identify needs for training and coaching within the ranks of customer service and assist managers in improving the quality of output.
  • Ensure adherence to the implemented framework and report on the results to management.

Team Collaboration

Build and maintain strong, positive relationships across various support teams and their respective managers to be on top of any quality-related challenges.

Performance Monitoring

Establish a consistent rhythm of follow-ups and assist support managers to achieve relevant KPIs and quality improvement initiatives within their teams.

Continuous Improvement

Identify potential areas of enhancement within customer service and develop plans for implementation, progress, and follow-ups.

Inter-departmental Collaboration

Refine customer service touchpoints and quality of output, and evolve to include improving customer services interactions with other departments like R&D, Sales, and Product.



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