Customer Support & Carrier Manager

About us:

Matsmart/Motatos is redefining sustainable consumption. Our vision is to make it easy for everyone to contribute to protecting our

planet. We believe that revolutionizing the way we handle food waste is a great place to start. Matsmart/Motatos purchases

already-produced surplus goods from companies and sells them online to customers at affordable prices. Today our online-shops are

open in Sweden, Finland and Denmark.

We’re now looking for a Customer Support & Carrier Manager to join our team in Stockholm. In this role, you will own two critical

touch points our customers experience every day: the care they receive when something goes wrong and the reliability of their

deliveries. This is a role for someone who combines a customer-first mindset with commercial and analytical sharpness, and who is

comfortable leading through partners rather than direct reports. You will lead through external partners, combining a

customer-first mindset with commercial and analytical sharpness. This role reports directly to our Chief Operating Officer (COO).

• Lead external outsourced customer support service partner, holding them accountable for SLAs, KPIs, tone of voice, and

escalation handling across support, NPS, reviews and social media, handling complex cases, and keeping processes and manuals up

to date.

• Develop and elevate the customer journey, drive service improvements, self-service solutions, automation, and tooling by

setting yearly OKRs and translating customer feedback into actionable business cases.

• Own the relationships with our carriers, monitoring their performance, negotiating contracts and approving their invoices, in

close collaboration with our warehouse in Örebro.

• Own the customer service budget across markets, monitoring cost-per-order, carrier invoices, and identifying freight

optimization opportunities.

• Be the voice of the customer. Channel insights, sentiment data, and survey results cross-functionally across logistics, legal,

and commercial teams, as well as lead operational coordination during product recalls.

• Bonus point if you have experience with Nordic parcel carriers, background in e-commerce, ideally in a Nordic multi-market

setup or order management systems (OMS)

As a person, you are structured, accountable and clear in your communication, with the drive to turn insights into improvements

and the confidence to have demanding conversations with partners while keeping relationships strong.

We’re not only a different kind of food store, with a burning passion for saving already-produced stuff. Above all else, we're a

company filled with unlike-minded people who constantly turn our food-saving dreams into reality. The Motatos way is all about

being human, caring for each other, disrupting to challenge the status quo, and taking action to make things happen because, at

the end of the day, food doesn't save itself.

• An opportunity to be part of a journey that makes a real difference for the food system at large, but not the least in the

everyday lives of our customers.