For our ambitious, fast growing team in Copenhagen, we are looking for a Knowledge Management Coordinator. Working in the Customer Care team you will have an impact on our consumer experience, and more particularly on the performance of our customer service. 

As the Knowledge Management Coordinator within the Customer Care team at HelloFresh Nordics, you will play a key role in orchestrating the knowledge base to support a dynamic 1st and 2nd line customer service operation. This role requires a strategic thinker with excellent organizational skills to maintain a comprehensive knowledge base, ensuring accurate and timely support for customer inquiries. Your focus will be on optimizing processes, fostering collaboration between 1st and 2nd line support, and contributing to the continuous improvement of customer service operations.

• Provide strategic oversight for 1st and 2nd line customer service operations.
• Collaborate with team leads to ensure efficient workflows and timely issue resolution and continuous improvement.
• Work closely with 2nd line support to investigate and resolve complex customer issues. Ensure that support is available at all times while also acting as a 3rd line.
• Implement effective escalation procedures to address intricate problems efficiently.
• Organize and maintain a comprehensive knowledge base to empower 1st and 2nd line support teams.
• Ensure information accuracy and relevance for seamless query resolution.
• Facilitate effective communication between 1st and 2nd line support teams.
• Ensure that updates and procedural changes are communicated clearly and promptly.
• Foster a culture of empathy and understanding within the team.
• Collaborate seamlessly with cross-functional teams to address customer needs.
• Gather insights from 1st and 2nd line operations to propose enhancements to processes, services, or products.
• Drive initiatives for continuous improvement in customer service operations.

• Demonstrated expertise in knowledge management or operational oversight, particularly within the realms of customer support, hospitality industry, or sales.
• Demonstrated robust organizational abilities paired with a proactive mindset, consistently seeking enhancements.
• Excellent verbal and written communication skills in both English and a Nordic Language (Danish preferred).
• Ability to collaborate effectively with cross-functional teams.
• An empathetic and customer-focused approach.
• Continuous improvement mindset.

• A significant discount on your weekly HelloFresh box
• Annual learning and development budget
• Subsidized healthy lunches
• Mental health support through online subscriptions
• Monthly pension scheme including health insurance benefits 
• A diverse and vibrant international environment of 35+ different nationalities
• The chance to have a significant impact on one of the fastest-growing technology companies in Europe 
• Additional perks: Nordic Language classes, discounts for our neighboring gyms, company events and parties, fruit & snacks in the office and free Friday bar

• Apply with your CV (In English please)
• If we see a match, you’ll have a call with one of our recruiters to share more about what you can bring to the team
• Are both sides still positive? Then we proceed to the assessment stage to assess key skills required for the job
• We will be conducting interviews on an ongoing basis and will close down the position once the successful candidate has been found.