Vacant job

About the Company

Footway is an innovative platform-based partner for e-retailers and brands looking to grow internationally without having to build their own infrastructure. The company offers Operations-as-a-Service where they share infrastructure for warehousing, logistics, and customer support to make it easy and cost-effective to run and scale e-commerce operations. Through a shared platform and smart automation, they help brands reach customers worldwide quickly, scalably, and cost-effectively.

Footway is building for the future where technology, collaboration, and customer experience merge. At the center is their AI application Polly, which handles first-line customer service in all markets and languages and is constantly improving as Footway learns more about its users.

About the Role

As a Customer Experience Specialist at Footway, you play a central role in making the platform more than just technology and logistics by making it human and service-oriented. You will be an important link between end consumers and B2B customers. In this role, you will handle incoming inquiries via email and phone, ensuring that each customer feels heard and receives first-class service.

You will also participate in developing the platform and workflows, how they use their standard APIs, customer portal, support tools, and processes to make customer support as smooth and efficient as possible. You will work closely with other parts of Footway such as warehousing, logistics, product owners, and technical teams to improve the customer journey and the platform's capabilities.

Responsibilities:

• Provide first-class customer service by handling incoming inquiries via email and phone and following up until the customer has a good solution.
• Act as second line behind Polly and take over cases that require human assessment or special handling.
• Collaborate with teams within product, logistics, and technology to develop processes and improve the platform.
• Follow up on recurring issues, identify areas for improvement, and contribute to training Polly with new input.
• Test, evaluate, and provide feedback on new features in the support platform and customer portal.

Qualifications and Characteristics

To thrive and succeed in this role, customer interaction is close to your heart, and you are motivated by providing high-quality service and understanding the value of building good relationships for the organization as a whole. You are a driven person with a genuine desire and understanding of creating a positive experience for the customer. You are attentive and understand the customer's needs to analytically and professionally find the best solution. Furthermore, you thrive in a tech-driven environment where tools, automation, and AI are part of everyday life. You also enjoy working in a structured manner but are not afraid to think outside the box and streamline processes.

Requirements for the Position:

• You have a high school diploma and preferably post-secondary education in a relevant field.
• You have good communication skills in both Swedish and English. Other languages are a plus.
• You have previous experience in customer support, service, or a similar role, preferably within e-commerce, tech, or logistics.

Additional Information

• Start: As agreed
• Location: Stockholm, Kista (Victoria Tower)
• Extent: Full-time
• Salary: As agreed

We apply continuous selection in this process, which means that the position may be filled before the application deadline. We therefore recommend you to apply as soon as possible!

If you have any questions or concerns regarding Asta Agency's recruitment process, please do not hesitate to contact [email protected].

About Asta Agency

Asta Agency is a recruitment and staffing company that helps businesses find the right professionals throughout Sweden, focusing on Stockholm, Gothenburg, and Malmö. We recruit and hire specialists and generalists in sales, marketing, HR, customer service, finance, administration, IT, and tech. With a focus on quality, long-term relationships, and smart solutions, we support both companies and candidates in the next step.

Read more about how we work with recruitment, staffing, and temp-to-perm solutions at astaagency.se (https://www.astaagency.se).