Customer Care Manager, General support

Do you have a customer-first mindset and love playing Kahoot!? Then, this could be an exciting opportunity for you!

We are now looking for a Customer care manager for our General support team. You will be leading our dedicated team of awesome and passionate colleagues who provide first rate customer service to Kahoot!'s customers around the world.

You will report to the Director of Customer care. The position is located in Krakow, Poland.

If you are ready to join us in making learning awesome and supporting Kahoot!’s customers, we strongly encourage you to apply!

About Kahoot!

The Kahoot! Group is on a mission to make learning awesome! We want to empower everyone, including children, students, and employees to unlock their full learning potential. Our Kahoot! learning platform makes it easy for any individual or corporation to create, share, and host learning sessions that drive compelling engagement.

Launched in 2013, Kahoot!’s vision is to build the leading learning platform in the world. Since launch, Kahoot! has hosted hundreds of millions of learning sessions with more than 10 billion participants (non-unique) in more than 200 countries and regions. The Kahoot! Group includes Clever, the leading US K-12 EdTech learning platform, together with the learning apps DragonBox, Poio, Drops, Actimo, Motimate, and Whiteboard.fi.

The Kahoot! Group is headquartered in Oslo, Norway, with offices in the US, the UK, France, Finland, Estonia, Denmark, Spain and Poland. To learn more, visit us at kahoot.com, and let’s play!

Our K!rew

At the Kahoot! Group we champion a positive culture of collaborative learning and innovation. With a global team of more than 500 employees representing over 50 different nationalities, we’re a diverse and fun bunch of people! We collaborate across all of our teams to find creative solutions to our challenges, celebrate our wins together, and help each other learn something new every day. We are driven by our mission and guided by our values: playful, curious and inclusive.

If you talk to anyone working in the Kahoot! Group, they will tell you that one of the greatest perks is being able to see how the work you do puts a smile on the face of kids, teachers and learners all around the world. 

The role

The customer care manager’s main responsibility is to support the company’s customer care activities by directing and overseeing team members, resolving customer questions or complaints, and developing programs and procedures to enhance productivity and performance. 

Main duties

• Coordinate the Customer service team.
• Provide direct customer support.
• Review and resolve escalations.
• Evaluate team members.
• Support process improvement.
• Develop service procedures, policies and standards.
• Analyze statistics and compile accurate reports.
• Ensuring high standards of service delivery.
• Recruit, mentor and develop customer service agents.
• Set a clear mission and deploy strategies.

• Proven experience in customer care or support management, preferably in a tech or SaaS environment.
• Excellent problem solving skills.
• Excellent communication skills.
• Fluency in English verbal and written is a requirement.
• Ability to think strategically and to lead.
• Effective team coordination and organization skills are vital.
• Working knowledge of customer service software, databases and tools.
• Must quickly and effectively resolve customer issues.
• Strong organizational skills with the ability to manage multiple priorities and tasks.
• Ability to work flexibly, including supporting part-time staff during weekends and handling emergencies if needed.

You can look forward to enjoying the following benefits:

• A fast-growing and international environment.
• An informal and fun, but driven culture.
• Medical insurance (Luxmed plan).
• Contribution to pension fund (additional employer contribution).
• Subsidized gym membership (Multisport).
• Hybrid remote work setup (minimum of 2 days per week in the office).
• Possibility to have flexible working hours.
• Access to coffee, tea, and fruits in the office.
• Buddy program for new employees.
• Social and company events (both virtual and in-person).
• A diverse, friendly and international environment.

On top of that, you will be able to see how the work you do puts a smile on the face of kids, teachers, and learners all around the world. It doesn’t get better than that! :)