Automation Lead - Customer & Partner Success

Auctionet is a marketplace where auction houses from Sweden, Great Britain, Finland, Spain, Germany, and Denmark sell furniture,

art, design objects, collectibles, and much more. We are now looking for an Automation Lead - Customer & Partner Success who wants

to be part of our team and contribute to building AI and automation into the core of our customer experience.

Auctionet is the experienced growth partner to auction houses. We help our partners grow the value of every object that passes

through their doors – and give every buyer on our marketplace a better experience. Automation is how we scale that experience

without losing what makes it human.

We are now building AI and automation into the core of our customer operations – and we are looking for the person who will own

that solution. Not just run it once it's finished, but be there from the start and make sure it gets built right. The person who

will live with the solution should be the one who shapes it.

This is the role for you if you want a clear mandate: you decide what we automate, you decide when the AI is ready to act on its

own, and you answer for it working.

You work closely with engineers, product, and your colleagues in Customer & Partner Success, and report to the Director of

Customer & Partner Success.

Before there is anything to run, it has to be built. The engineers write the code, but you own making sure the whole thing turns

out well and lands on time.

• Hold the build together. You keep the running conversation with the technical lead and engineers, turn needs into clear asks,

and answer for it landing on time.

• Build in quality measurement from day one. We log every AI draft, every sent reply, and the difference between them. That's how

we know, case type by case type, where the AI actually holds up.

• Set the limits before the AI acts. You define what the AI may and may not do, before it touches a real buyer or partner

account.

• Test with the team. You run the first pilot with a small group of agents, together with our Customer Service Manager, and let

the results decide what comes next.

• Decide when the AI is ready. Case type by case type, you decide when the AI goes from suggesting replies to resolving cases on

its own. That call is made on data, not gut feel. This judgment is the heart of the role.

• Own the plan. What do we automate next, in what order, and why? You prioritise based on volume, cost, time freed up, and what

it does for buyers and partners.

• Own what the AI knows. The quality of the knowledge the AI builds its answers on is yours, even when colleagues write the

content.

• Keep the AI's permissions short and clear. The list of what the AI may do on real accounts – resend an invoice, update a status

– you keep short, agreed, and reviewed. You go through the edge cases every week.

• Be the system owner for the tools. Freshdesk and the tools around it: configuration, routing, fields, triggers, integrations,

and ongoing tuning.

• Turn insight into improvement. Patterns from the front line become clear specifications the engineers can build on, working

closely with the Customer Service Manager and the Operational Excellence Owner.

• Measure what matters. Deflection counted honestly, agent time freed, misrouted sensitive cases, accuracy, incidents, and cost

per resolved case.

Customer & Partner Success is Auctionet's face to both buyers and auction houses. The department spans customer support helping

buyers across all our markets. Partner Success following our partners all the way from onboarding onwards. Specialists working on

site at the auction houses, and the functions for processes, insight, and compliance. We are the team that hears the customer

first and makes sure the rest of the company does too. Your role is to give that work technical leverage: what we learn from

thousands of customer conversations should become systems that make the experience faster and better.

Auctionet has around 170 employees and is the parent company of a wider group with approximately 400 colleagues across multiple

countries. Our main office is near Stureplan in central Stockholm, with logistics centers in Malmö, Stockholm, Gothenburg,

Westbury, and Cologne.

• You take ownership. You want solutions built well, landed on time, and working for a long time. There is no handover to hide

behind here and that's exactly how you want it.

• You are comfortable close to code. You read JSON, write a small script when needed, and can debug a failing API call. Engineers

take you seriously.

• You stay calm when things break. You've been there when something fell over at a critical time and you know how to fix it

efficiently and calmly.

• You inspire others. You want others to see the possibilities with AI and gladly help and share your knowledge to help others to

work smart with the technology available.

We then have a few meetings (usually two or three) where we talk about you, the role and Auctionet - and you get the chance to

talk to the people you will work closely with. In the process, we will also ask you to do a small take-home exercise. And in the

end, we hope it feels like the perfect fit for both of us!

In 2021 Auctionet acquired the auction house Stockholms Auktionsverk, and we are now by far the largest auction marketplace in the

Nordics, and one of the larger auction marketplaces in the world. With this acquisition, Auctionet owns and operates both the

oldest auction house in the world (1674) and the second oldest (1681), which means we have been working with sustainability for

350(!) years.