Customer Care Excellence Manager

Copenhagen
Sales & Customers – Customer Support- DK /
Full Time /
On-site
Veo is a global leader in AI-based sports camera technology. Our innovative, fully automatic camera solution enables sports teams to record matches and training sessions without a camera operator. We’re democratizing the world of sports by granting video analysis for teams on all levels—a privilege that used to be only for the few. More than 40,000 clubs in 90+ countries record their games every week.
 
Growing as fast as we do in Veo means that every day is different, exciting, and challenging, both on the front line and in the back office.

But that’s not the most remarkable thing about us.

The coolest thing is our people. We’ve attracted some of the brightest minds in the industry. They are the reason we can create a great product and do it while enjoying ourselves.

We’re seeking a Customer Care Excellence Manager to join our Customer Success, Care, and Data team. You might be the right person if you are enthusiastic about supporting our customers and promoting growth through customer experience.

Key Responsibilities

    • Monitor Customer Care performance on a daily basis by performing regular audits of all current channels (phone, chat, email)
    • Analyze customer feedback and performance metrics to identify areas for improvement
    • Manage escalated customer issues and track trends to identify systemic issues and opportunities for process improvement
    • Contribute, maintain and optimize the foundation of fundamental quality check processes
    • Identify agent training needs and maintain the Customer Care training curriculum

What will make you stand out?

    • You have experience working with outsourced Customer Care teams
    • You are a relentless problem solver and are good at breaking problems down and bringing forward actionable solutions
    • You have a data-driven approach to identifying improvement opportunities
    • Familiarity with customer service tools
    • Experience in people management

What will make you successful?

    • Enthusiastic about inspiring people and making them succeed
    • Solution-oriented mindset and a structured approach to work
    • You work well in a fast-paced environment, we are growing by the hour and you are someone who can cope with constant change
    • Fluency in English is necessary

At Veo, you'll be part of a thriving work environment where every day brings new excitement. Our rapid growth ensures a diverse and ever-changing atmosphere. We believe in work-life balance and providing a positive culture that allows you to thrive personally and professionally.

Our Copenhagen office mirrors our innovative technology – with an indoor ball court, rooftop terrace, and well-equipped gym. We have created a facility that supports connecting disciplines across the business, facilitates creative thinking, and gives the space to engage with colleagues, our global partners, and the entire Veo community.
Diversity and differences are valuable assets for us. We value diversity and inclusion and welcome people from all backgrounds. If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply.

We’re committed to building a diverse, inclusive, and authentic workplace. And you may be just the right candidate for this or other roles.

Still interested? Join us at Veo and become a part of a team that delivers greatness and has a great time doing it.
We will invite for interviews continuously, so apply with LinkedIn or your resume as soon as possible.