Head of Customer Support within E-Health

Cambio is one of the Nordics leading suppliers in e-health with a comprehensive offering for the entire health and care chain. Our e-health solutions support healthcare professionals in their daily work and offer patients safer and more easily accessible care. We are proud to be an important part of Swedish healthcare. We are growing continuously and now have about 900 employees in several countries.

The position

The Head of customer support role is responsible for establishing and running Cambio’s Customer support. Cambio’s Customer support is our strategic touch points with our customers, and your goal is to ensure a continuous service excellence performance where we are learning from each customer interaction.

You will be responsible for all aspects of the day-to-day management of the Customer support within the operational environment. You will, together with your leadership teams with 3 team leads, be fully responsible for all aspects of the day-to-day management of the Customer support within the operational environment. Together with other leaders secure that Cambio culture and a good ways of working in leadership manors will be executed in the department

You will apply improvement strategies developed in conjunction with major stakeholders from the Customer Service Delivery organization and deliver operational outputs to both our customers and internal stakeholders.

This role gives you the unique opportunity to be a part of an upscaling 24/7 support function within health care industries. You will join in a time where you will take an active part in the upscaling process including recruiting your own team, defining, setting internal KPIs/PIs and managing an outsourced partner for a part of 1st line support.

Responsibilities

• Provide tactical and operational direction for our customer support team to continually deliver on our customer experience, cost management and SLAs
• Maintain and improve our customer support tactical plans with focus on organization, processes and tools, capability development and governance
• Maintain an active role in hiring, training, workforce planning, and supporting the team, as well as managing all day-to-day team activities
• Act as a resource to assist customer service representatives with questions, ticket escalations and complex issues
• Identify, implement, and drive continuous improvement projects within your area
• Establish and improve monitoring procedures and KPI dashboard
Set and monitor operations to ensure adherence to budgets, schedules, work plans, and performance requirements
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At Cambio, we encourage taking initiatives that contribute to the development of the company and ourselves. For us, it is important that you should have the opportunity to grow, both as a person and as an employee. Our culture is described through the words “Trust”, “Care” and “Together” which permeate everything we do.

About you

You have proven leadership experience, ideally from a customer support environment. You enjoy leading, motivating, and coaching teams. You have a passion for your team members personal development. Identifying improvements, solving problems under pressure and adapt to frequently changing work needs to motivate and drive you. You should always think about how to enhance the customer experience for continuous service excellence.

Requirements

• A university degree, preferable in business and/or management or equivalent transferrable work experience
• At least 5 years of experience in a contact center management role
  
• Proven track record in managing multiple projects, competing priorities, and deadlines
• Experience of performance management and operational work force planning management
• Solid understanding of ITIL processes, ITSM tools and good understanding of contact center tools infrastructure (including integrations)
• Analytical, able to analyze contact center reporting, and data to make decisions to support corporate, regulatory, and customer service-level goals
Fluent in Swedish and English, both written and spoken
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Its a bonus if you

• Experience of knowledge management and KCS
• Experience of managing larger teams
Healthcare industry background
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Place of employment: Stockholm or Linköping

At Cambio we value a healthy work-life balance, and to encourage that we apply a hybrid working-model. Together with your team you decide which days you work at the office. On the remaining days you can work remotely from home, but you are always more than welcome to work at the office too.

Scope: Full time

Form of employment: Permanent employment, 6 months trial period

Other: We screen the applications and hold interviews continuously so please send your application as soon as possible via the link.

We encourage and eagerly welcome all applications, but we will only consider candidates who are located and have the legal right to work in Sweden. We will ask for verification during the process.

We look forward to receiving your application!

Read more about us here!

Are you interested in Cambio but you don’t feel that this position is the perfect match? Check out our other open positions at the career site here!