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Customer Support Manager

Toca Boca captures the spirit of play. We create digital toys and everyday products that are filled with fun and silliness that kids from any corner of the world can instantly relate to. Everything is designed from their perspective. We celebrate the diversity and quirkiness of their world and give them the freedom to play in ways that only they can dream up.

Role description:

The Customer Support Manager is someone who is highly motivated to help our current and future customers have the best experience in both using our apps and the customer service they receive from us. This role requires someone who has a desire to engage with customers on a daily basis, as well as help build up our customer support function as our customer base grows. We’re looking for someone who has experience in supporting consumer customers who use digital products, and any experience in working supporting app store products is highly desirable.

Key responsibilities:

You will be the first point of contact for customers who need support in using Toca Boca apps, but will also assist with any company related enquiries that are directed to customer support. You will represent Toca Boca and develop a strong understanding of how our products work and will be the bridge between our customers and our product and marketing teams. At all points of contact, you will talk to our customers using the Toca Boca tone of voice.

This role includes, but is not limited to, the following key responsibilities :

• First line support for all enquiries directed to Toca Boca customer support
• Manage our helpdesk ticketing system (Helpshift)
• Develop and implement service level agreements
• Manage and track refund requests
• Communicate key issues to product and marketing teams
• Manage and respond to app stores reviews
• Track fan feedback, ideas and recommendations and share with product teams to feed into product roadmaps.

Requirements:

• Degree level education or equivalent experience (3+ years in a similar role)
• Knowledge of helpdesk CRM systems (Helpshift, Zendesk or similar)
• Great, demonstrable communication skills (excellent written English)
• Problem solving capabilities
• Attention to detail

This position is full time and based in our Stockholm office. We apply 6 months probationary employment.

To apply please provide us with your resume/cv, including a little background on what excites you about working at Toca Boca. We review applications continuously and wish to fill the position as soon as possible.

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Toca Boca creates digital toys and other playful products for kids around the world. Since our first product launch in 2011, we have released 45 apps that have been downloaded more than 250 million times in every country, making us the No. 1 mobile-first kids brand in the App Store. Our products focus on sparking kids’ imaginations and creating opportunities for open-ended play. With offices in San Francisco and Stockholm, Toca Boca is owned by Spin Master Corp., a global children’s entertainment company that creates, designs and manufactures a diversified portfolio of innovative toys, games, products and entertainment properties.