We are proud to be one of the fastest-growing scaleups in Sweden and the leading service for second hand goods. Our growth requires more colleagues who want to join our journey. 

Sellpy’s vision is to empower everyone to live circularly. We see a tremendous financial, social and environmental value in making sure unused items are put to use again. We are looking for colleagues who share this vision, and who are ready to see their work contribute to a sustainable future. 

Customer Support Team Leader at Sellpy

As Customer Support Team Leader for the Admin team, you lead a team of admin agents by delivering high-caliber support across our channels and empowering them to effectively handle advanced and escalated cases.

You foster a positive and efficient team environment, set daily and weekly goals, and communicate openly with your team, offering constructive feedback on performance. You are accountable for meeting and continually improving the team’s KPIs in collaboration with your manager.

Success in this role means staying organised, solution-focused, and passionate about delivering great customer support. You’re a natural leader who brings out the best in your team, keeping them motivated, engaged, and feeling valued along the way.

In short, you will

• Support customers via chat, email, phone and manage escalation of advanced customer support errands.
• Perform administrative work related to customer support, such as reviews, how-to guides, translations and introductions.
• Lead, coach, and motivate the team to meet individual and collective goals.
• Maintain and follow up on introductions of new employees.
• Develop and implement strategies and processes to improve our KPIs.
• Hold regular team meetings and individual development sessions, including appraisals, quality discussions, and weekly reviews.
• Analyse customer insights and data.
• Report on KPIs such as customer satisfaction, handling time and team performance.
• Collaborate and communicate with different internal teams at Sellpy, like Tech, Finance, and Operations.
• Support in recruitment activities.
• Collaborate and communicate with external partners, such as shipping or financial companies.

Requirements 

• 2-3 years of working experience in customer support.
• Previous experience from a leading or coordinating role.
• A proactive mindset and a willingness to stay updated and tackle tasks with a problem-solving approach.
• Stellar communication skills.
• Ability to coach and motivate colleagues and teams.
• Basic knowledge of customer support systems such as Intercom as well as productivity and collaboration tools such as G Suite.
• Knowledge of how to track performance and provide necessary reporting.
• Written and spoken fluency in English, as this is our company language.

We’d be impressed if you have

• Worked in a fast-growing, product-focused startup environment.
• Previous experience within project coordination or management.
• Written and spoken fluency in Swedish, Finnish, Danish, German, Polish or French.

You get to 

Be part of a tech-minded company that's driving the change towards a sustainable lifestyle. In return, you will get direction, energy, and work on meaningful challenges daily.

Benefit from hybrid work from our offices at Medborgarplatsen, Rosersberg, and from home.

Work with highly skilled and motivated colleagues.

Gain new skills with unlimited access to a learning platform.

Make use of prepaid vacation.

Enjoy Sellpy credits and staff discounts at Sellpy and the H&M brands (Arket, COS, Other Stories, Weekday and more).

Save up with a monthly pension plan

Engagement in Sellpy’s social traditions with game nights, interactive planning days, guest speakers and other activities. 

Location

You are welcome to do all these things at our new office at Medborgarplatsen in Stockholm, and from home. Please note that this is a hybrid role that requires at least 50% office attendance.

Form of employment: Full-time

Start: As agreed upon