Is customer experience, problem solving and service improvement close to your heart? Are you a sharp communicator who can’t wait to let your fingers dance across the keyboard to formulate world-class copy? Do you write and speak fluent Polish, in addition to having a good understanding of the Polish market and culture? Continue reading – we might just have the perfect job for you!
During 2020, BookBeat launched in Poland with a local service and has since then experienced steep growth – especially when it comes to the number of users who have tried our service and now daily listen to audiobooks in our app. Our goal is to continue this positive development and become one of Poland's leading audiobook services. To ensure that our fantastic Polish customers receive the best help possible, we are now expanding our customer experience team with a Polish-speaking superstar. If you love books, technology and last, but definitely not least, being in contact with and understanding customers, this is a golden opportunity! If you are also looking for a dynamic and fast-paced organization where you and your colleagues work tightly together towards common goals, look no further!
As our Customer Experience Specialist Poland, you will learn everything about our Polish service and be the person who understands, improves and keeps track of everything related to it. You will write top-notch copy in the app, on the web and be in charge of our Polish FAQ. You will also provide first-class service when we receive trickier questions and requests. Your focus in the role (that you will dive deep into) will be the Polish market and our Polish customers, and you will be the one responsible for understanding what they experience and need, and how we can improve the service. You will thus gather feedback from our users and analyse it, and will also share these insights with different parts of our organization. Furthermore, you will also work closely with other teams at BookBeat to understand and analyse what our Polish customers experience in our service, and also resolve issues and problems that customers bring to your attention. In other words, this is a varied role with the customer at the heart! For the right person, there are also great opportunities to eventually take on more responsibilities and also shape the role according to their needs and interests.
As we work proactively with the entire customer experience and the role involves a great deal of responsibility, it is important for us that you are courteous, patient and do not hesitate to take initiative – when you see something that can be improved, you put on your problem solver hat and take action. People will also likely describe you as communicative, curious and service-oriented.
As our next colleague, you will be part of the product team and report to Head of Customer Support. Your future workplace is our head office at Sveavägen 56, and we would love for you to become part of the team as soon as possible.
The role tasks include (but are not limited to):
- writing top-notch copy as part of our internal copy team
- taking care of more complicated questions and/or requests from our customers as part of our customer experience team
- representing the customer experience team in different kinds of development projects within marketing and sales. We thus believe that you really enjoy digging into the customer experience to understand what our customers experience when subscribing for and using BookBeat!
- being responsible for our Polish FAQ and helping out our customer experience consultants with formulations and macros
- identifying painpoints that our Polish users experience and finding, together with the rest of our fantastic customer experience team, ways to improve our service
- reading and analyzing all feedback from customers, and also presenting the most important insights internally
- learning and understanding what our users experience by working closely with our Quality & Assurance team
We’re looking for someone who:
- is able to envision and grasp how our customers experience our service, and isn’t afraid to share ideas on how it could be improved. You genuinely want to understand our customers and get energy from giving first-class service!
- is detail-oriented and wants to know it all about how different things work and are connected in our service. Also, you do not hesitate to ask questions to find out all these things!
- has great copywriting skills and is confident in formulating themselves in Polish. Furthermore, you love the Polish language and know all about its challenges!
- speaks and writes English fluently, while Swedish skills are a plus
- is a true problem solver – in your eyes no question is too small or large
- appreciate being in contact with many different types of people
- is an unpretentious and independent “doer”
- is a true team-player and likes sharing their knowledge and experiences with colleagues. You are also happy to help where needed!
We also appreciate if you:
- have experience in writing copy for apps
- like challenging work tasks and rolling with the punches – at BookBeat your multitasking skills will be put to good use as no two days will look the same
Are we ticking all the right boxes? If so, we would love to hear from you today – send us your application! If you have any questions, please contact our Customer Experience Manager Veronica at veronica.pettersson@bookbeat.com.
As an employee of BookBeat AB, you can enjoy a benefit package that includes the following:
30 days of vacation each year
ITP1 occupational pension
Occupational group life insurance, work injury insurance & business travel insurance
Yearly wellness allowance
️ Weekly wellness hour
Working equipment (computer and phone) as well as phone subscription
BookBeat subscription
In addition to our benefits, we’ll also provide you with:
A stable and sustainable work-life balance. We use flex time and work 37,9 hours a week
An office located in the heart of Stockholm
️ … including access to a full gym complete with a sauna! We also arrange other fun wellness activities, such as our own running club
The opportunity to grow in your role and career, including challenging & educational work tasks as well as opportunities for education
Fun activities together with colleagues! At BookBeat you’ll enjoy weekly Friday afternoon mingles, monthly company breakfasts and other work events such as Holiday & summer parties, and frequent company wide events
The opportunity to explore projects that you might not have time to do in your day-to-day work during Hack Days
Knowledge sharing opportunities, e.g. during our weekly Friday demo where different teams share what they’ve been or will be working on. Knowledge sharing is also an integral part of our everyday work
The opportunity to bring your furry dog friend to work (and cuddle with dogs at work)! We have recently introduced a dog room at our Stockholm office
(Last but definitely not least) A wonderful and skilled team and manager that will support you throughout your employment!
About us
In 2015, we began our journey towards the goal of offering Europe’s leading service for digital books and in 2016, we launched to the public. Now, soon 8 years since our broad launch, BookBeat is used by over 800 000 users every month. We are an ever-growing company within the Bonnier Group and all members who join our journey have the possibility to make an impact on our development – both in the short and long run.
Today, Team BookBeat consists of 150 curious and committed doers. Are you interested in becoming part of our team? Wonderful! While our employees are experts at many different areas, we have four core values uniting all of us:
Be great at what you do
Share what you know
Curiosity for our users and us
Build Team BookBeat
In other words: we want our employees to continuously deep dive into and develop within their area(s) of expertise, but also to share that knowledge with their colleagues – we’re all in this together and cooperate (most often a lot) on a daily basis! We’re also looking for employees who are genuinely curious about our users, journey and organization, a curiosity that drives us to always test out new things in our service and to let our users show us if we’re on the right track. Last but definitely not least we want all our employees to contribute to the everyday cooperations and the wellbeing of Team BookBeat – as already mentioned, we’re in this together and we want our team to be healthy and happy at work, and we all contribute to this in different ways.
