About the Role
We are looking for an experienced and energetic Head of Customer Service to lead and develop our customer service organization across Germany and Sweden.
Based in Gothenburg or Norrtälje, you will have overall responsibility for approximately 20 employees across four locations, with 3-4 Customer Service Leaders reporting directly to you.
The role combines people leadership, operational performance, customer experience and strategy. You will create a strong customer-focused culture, develop the Team Leaders and ensure that our customer service organization delivers against clear and measurable targets.
Key Responsibilities
- Lead, coach and develop 3-4 Customer Service Team Leaders and indirectly approximately 20 employees.
- We are present in 12 different countries in Europe, and this is a leading role for those.
- Take overall responsibility for incoming customer calls, outbound customer contact and customer service performance.
- Define, implement and follow up relevant KPIs, including accessibility, response times, customer satisfaction, productivity, quality and outbound activity.
- Run regular performance reviews, team meetings and pep-talks to create energy, engagement and accountability.
- Develop a consistent customer service culture and way of working across all locations.
- Develop and execute the customer service strategy, including organization, processes, staffing and continuous improvement.
- Identify customer trends, recurring issues and opportunities to improve the customer experience.
- Work cross-functionally with Sales, Operations, Service, Logistics and other functions to resolve customer issues and improve processes.
- Provide the CEO and management team with clear reporting on performance, customer trends, challenges and improvement initiatives.
Candidate Profile
We are looking for a strong people leader who combines customer focus with a performance-driven mindset.
You should have:
- Proven leadership experience from customer service, contact center or a similar customer-facing operation.
- Experience leading Team Leaders or other managers.
- Strong experience with KPIs, performance management and continuous improvement.
- Ability to create motivation, energy and accountability across multiple locations.
- A structured and data-driven approach combined with strong communication and coaching skills.
- Ability to work both strategically and hands-on when required.
- Experience from an international or multi-site organization.
- English and Swedish are mandatory requirements both in writing and speaking.
- Ability to travel regularly between our customer service locations.
Leadership Profile
The Head of Customer Service should be a visible, positive and performance-oriented leader who develops people, sets clear expectations and follows up consistently.
Success means building strong Team Leaders, engaged customer service teams, clear KPIs and a consistently excellent customer experience across all locations.
Location: Norrtälje or Gothenburg, Sweden
Responsibility: Customer Service teams in Balingen, Gothenburg, Norrtälje and Mora
Team: Approximately 20 employees, including 3-4 Customer Service Team Leaders
Reports to: CEO