Strategic Support Analyst
About the Role
We’re looking for a result-oriented, self-driven Strategic Support Analyst to join our team in Stockholm. As we are rapidly expanding across multiple markets, we need someone who can set up and drive projects independently with a clear vision for optimizing our Customer Support function, improving efficiency and reducing costs. The ideal candidate is someone who’s excited to take ownership, confidently guiding initiatives from concept to completion with minimal oversight.
Key Responsibilities
- AI Integration & Automation: Enhance AI tools (e.g., chatbots) to improve customer interactions, reduce manual work, and cut costs.
- Self-Service & Efficiency: Scale self-service solutions (FAQs, knowledge bases) to streamline processes, increase satisfaction, and reduce costs.
- Stakeholder Collaboration: Act as a liaison across teams (Product, Operations, Risk) to drive support improvements and align with business goals.
- Vendor Management: Ensure vendor SLAs are met, update SOWs, and negotiate terms for cost-effective, high-quality service.
- Strategic Initiatives: Working alongside our Head of Customer Support, analyze performance data to support cost-saving and service level improvements.
Qualifications
- Proven experience in Customer Support, operations, or related fields, with a focus on strategic cost-saving initiatives.
- Strong knowledge of AI tools, automation, and self-service solutions for Customer Support.
- Data-driven, process-oriented, and solution-focused problem solver.
- Exceptional communication and stakeholder management skills, with the ability to influence cross-functional teams.
- Experience in vendor negotiation and managing outsourced service providers.
- Ability to balance immediate operational needs with long-term strategic planning.
- Analytical mindset with the ability to interpret data and develop actionable strategies for cost reduction and efficiency.
- A degree in Strategic Operations or Business Operations.
Rebtel offers a comprehensive benefits package designed to support your well-being and work-life balance, including health and pension plans, wellness perks, parental leave, ample vacation time, relocation assistance, and a modern office in central Stockholm.