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Customer Experience Manager

Location

Copenhagen, Denmark

Customer Experience Manager

Location

Copenhagen, Denmark

Apply by

2024-06-06

We are a dynamic and inventive scale-up that is revolutionizing the IIoT environment. Factbird is redefining data collection and production monitoring, with a focus on creating engaging products that increase efficiency and revenue by streamlining production processes.

Come and be a part of an amazing team that's all about crafting unforgettable experiences, fostering teamwork, and embracing mutual respect.  Embracing bold ideas and making our job an absolute joy while pushing boundaries and achieving remarkable progress. The opportunity for growth and learning is limitless here. Prepare to embark on an exciting journey as a key player in our product development team.

Get ready to collaborate with talented peers and connect with top clients from every side of the world!

 

At Factbird...

  • We are nice!
  • We’re Collaborative. We’re in this together!
  • We’re Solution-Focused. For every problem, we’ve got a solution!
  • We’re Understanding.
  • We Celebrate Individual Contributors.
  • We are committed to creating a diverse and inclusive global workplace, which encourages you to achieve any goals you may have while having fun along the way! 

 

Here's what you'll be up to: 

As our Customer Experience Manager, you'll lead efforts to ensure smooth and exceptional experiences for our customers, focusing on:

  • Being the technical troubleshooter, ensuring our customers have smooth experiences with hardware, software, and networks.
  • Building and maintaining our support playbook from the ground up.
  • Keeping detailed records of support activities and system configurations to ensure everything runs smoothly.
  • Ensuring our IT systems follow all the rules, laws, and best practices out there.
  • Leading end-user training sessions on hardware, software, and basic troubleshooting techniques.
  • Offering effective Tier 1 troubleshooting help to our customers to get to the root of technical issues.
  • Writing clear and structured service tickets, ensuring quick resolutions through diligent follow-up.
  • Improving our customer engagement practices by analyzing and enhancing our support activities.
  • Collaborating with our customer success team to create awesome onboarding materials.
  • Updating and maintaining our help center content to keep it fresh and helpful.
  • Gathering and analyzing customer insights to continuously improve our services.

 

About you

As our ideal candidate for the Customer Experience Manager role, you:

  • Bring a minimum of 3 years of experience in customer support or troubleshooting roles.
  • Have a strong educational background in computer information systems or similar fields.
  • Are fond of getting into things, especially when things evolve quickly.
  • Possess hands-on technical/troubleshooting experience.
  • Have excellent communication skills, whether it's through emails, online chats, or phone calls.
  • Have experience with CRM, ticketing, and bug-tracking systems (Zendesk).
  • Can prioritize and plan out time between various activities, executing more than one task simultaneously, and delivering on performance targets and expectations.
  • Are able to influence clients effectively while troubleshooting.

 

What makes you a great fit? 

You thrive on providing exceptional customer experiences and pay attention to the nitty-gritty details. You're eager to dive in and ensure that our customers rock their experience with us.

 

The Factbird Story 🚀

Factbird originated from the Emendo consulting group, recognized for its prowess in lean manufacturing and process optimization. While our roots are deep in this heritage, we have charted our unique course, standing at the forefront of manufacturing intelligence software today. 

At Factbird, we pride ourselves on delivering plug-and-play hardware that can be installed in minutes. When paired with our innovative web-based software, our solutions provide you with insights accessible from any device, anywhere. 

With our presence in over twenty-five countries and offices in Denmark and the United States, we are scaling significantly across the globe. Currently, we have a team of 50+ talented employees based in Denmark, the United States, Germany, and Sweden dedicated to our mission, and our system is used by 200+ manufacturers worldwide daily. 

 

At Factbird, we care about our people. Here's what we're offering:   

  • Employee Equity Program: because we believe in sharing success with our team. 
  • Flexible working hours: we know life can be unpredictable, and we want to help you balance your work and personal life. 
  • Internet reimbursement  
  • You choose your gear; this includes your company phone, laptop, and other accessories. 
  • Plans for career growth, tailored training, mentorship, and cross-team cooperation—we are committed to helping you achieve your career goals. 
  • Great and structured onboarding—we will give you the tools you need to succeed. 
  • Tuesday run with our coach Ole, and Thursday morning yoga sessions at the office.  
  • Factbird days and companywide retreats  
  • An international, diverse, and inclusive culture: our team includes people from sixteen different countries, and we value everyone's unique perspective and background. 

 

Excited to be part of the Factbird Team? 🚀

Join us on the journey to redefine data collection and production monitoring! Apply today and spread the word to anyone who might be a great fit!

At Factbird, we thrive on fresh perspectives and embrace those who ask the questions that drive innovation. We're all about constant improvement and exploring new horizons. Come as you are and be part of our supportive community that encourages each other to excel.

Our interview process starts with a chat with our recruiter, followed by engaging discussions with our Product Development team and a final meeting with our Chief Product Officer. Throughout, you'll also get the chance to meet the rest of our amazing team.

Have questions? Reach out to Khristel Aparicio at khma@factbird.com. We look forward to hearing from you and seeing how you can contribute to our dynamic team!

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