Stories have the power to make the ordinary extraordinary. They help us think bigger, see beyond ourselves, and deepen our connection with others.
As one of the world’s leading audiobook and e-book streaming platforms, Storytel brings unlimited listening to millions of users across 25 markets. We’re at the forefront of digital storytelling, driven by a vision to make the world a more empathetic and creative place.
Ready for your next chapter? We’re looking for an interim Customer Support Process & Data Specialist to join our team in Customer Support at the Stockholm Office.
About the role
We are looking for a Customer Support Process & Data Specialist to act as a vital bridge between our customers, support agents, and tech teams. In this role, you will be the owner of our support knowledge and the driving force behind turning customer feedback into optimized processes. You’ll be a part of our Customer Support team, reporting to the Head of Global Customer Support.
To be successful in this role, you should be a structured problem-solver with a passion for both data and people. You will not only build and maintain our internal and external knowledge bases but also deeply analyze ticket content to identify trends, bugs, and areas of improvement. Additionally, you will support our agents with complex cases that require deep process knowledge.
Building, optimizing, and maintaining internal and external Help Center processes to ensure compliance and agent readiness
Analyzing ticket content and customer feedback to act as the "Voice of the Customer" across the organization, tracking trends and patterns
Collaborating with our Automation Specialist to update Help Center articles based on bot performance and customer needs
Serving as the main point of contact for our Tech teams, tracking bug reports, and driving technical fixes forward
Guiding and supporting agents in complex cases requiring deep understanding of our rules and processes
About the team
You will join a global and data-driven Customer Support team where collaboration and knowledge-sharing are at the heart of everything we do. We function as a tight-knit ecosystem, working closely with Tech, Product, and other internal departments to constantly enhance the customer experience.
Our environment is fast-paced and ever-evolving, and we rely on each other to keep our support structure running smoothly. We balance high-quality automated solutions with a deeply human touch, always working towards high customer satisfaction and operational excellence.
About you
To enjoy this role, we think that you're a driven, proactive, and self-motivated person who takes great pride in owning your daily work and identifying where to dive deep. You have a natural analytical mindset, an eye for detail, and a genuine curiosity for uncovering patterns in data. At the same time, you possess great people skills and the confidence to speak up and advocate for both our customers and our support team within the wider organization.
A few years of experience within customer support, a similar service role, or a relevant academic degree
An analytical mindset with a passion for diving deep into data, details, and problem-solving
A strong interest in processes, tech, and how digital services work
Highly organized and self-governing, with the ability to structure your own day and drive tasks forward
Excellent English communication skills, both for guiding colleagues and presenting customer insights to other teams
At Storytel, we’re a team of creative story lovers who thrive on collaboration and new ideas. Our workplace is friendly, dynamic, and full of opportunities to experiment and make an impact. We believe in trust, flat hierarchies, and empowering you to grow with us.
Does this sound like your next story? Simply fill out the application form and share your CV or LinkedIn profile – no cover letter needed. Answer a few questions, and you’re all set. We want your application as soon as possible, as the role will be filled as soon as we find the right candidate.
