{"data":{"id":160782,"slug":"head-of-customer-service","type":"job","title":"Head of Customer Service","description":"About the Role\nWe are looking for an experienced and energetic Head of Customer Service to lead and develop our customer service organization across Germany and Sweden.\nBased in Gothenburg or Norrt\u00e4lje, you will have overall responsibility for approximately 20 employees across four locations, with 3-4 Customer Service Leaders reporting directly to you.\nThe 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.\nKey Responsibilities\n\u00b7      Lead, coach and develop 3-4 Customer Service Team Leaders and indirectly approximately 20 employees.\n\u00b7      We are present in 12 different countries in Europe, and this is a leading role for those.\n\u00b7      Take overall responsibility for incoming customer calls, outbound customer contact and customer service performance.\n\u00b7      Define, implement and follow up relevant KPIs, including accessibility, response times, customer satisfaction, productivity, quality and outbound activity.\n\u00b7      Run regular performance reviews, team meetings and pep-talks to create energy, engagement and accountability.\n\u00b7      Develop a consistent customer service culture and way of working across all locations.\n\u00b7      Develop and execute the customer service strategy, including organization, processes, staffing and continuous improvement.\n\u00b7      Identify customer trends, recurring issues and opportunities to improve the customer experience.\n\u00b7      Work cross-functionally with Sales, Operations, Service, Logistics and other functions to resolve customer issues and improve processes.\n\u00b7      Provide the CEO and management team with clear reporting on performance, customer trends, challenges and improvement initiatives.\nCandidate Profile\nWe are looking for a strong people leader who combines customer focus with a performance-driven mindset.\nYou should have:\n\u00b7      Proven leadership experience from customer service, contact center or a similar customer-facing operation.\n\u00b7      Experience leading Team Leaders or other managers.\n\u00b7      Strong experience with KPIs, performance management and continuous improvement.\n\u00b7      Ability to create motivation, energy and accountability across multiple locations.\n\u00b7      A structured and data-driven approach combined with strong communication and coaching skills.\n\u00b7      Ability to work both strategically and hands-on when required.\n\u00b7      Experience from an international or multi-site organization.\n\u00b7      English and Swedish are mandatory requirements both in writing and speaking.\n\u00b7      Ability to travel regularly between our customer service locations.\nLeadership Profile\nThe Head of Customer Service should be a visible, positive and performance-oriented leader who develops people, sets clear expectations and follows up consistently.\nSuccess means building strong Team Leaders, engaged customer service teams, clear KPIs and a consistently excellent customer experience across all locations.\nLocation: Norrt\u00e4lje or Gothenburg, Sweden\nResponsibility: Customer Service teams in Balingen, Gothenburg, Norrt\u00e4lje and Mora\nTeam: Approximately 20 employees, including 3-4 Customer Service Team Leaders\nReports to: CEO","language":"sv","is_translated":true,"title_original":"Head of customer service","description_original":"About the Role\nWe are looking for an experienced and energetic Head of Customer Service to lead and develop our customer service organization across Germany and Sweden.\nBased in Gothenburg or Norrt\u00e4lje, you will have overall responsibility for approximately 20 employees across four locations, with 3-4 Customer Service Leaders reporting directly to you.\nThe 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.\nKey Responsibilities\n\u00b7      Lead, coach and develop 3-4 Customer Service Team Leaders and indirectly approximately 20 employees.\n\u00b7      We are present in 12 different countries in Europe, and this is a leading role for those.\n\u00b7      Take overall responsibility for incoming customer calls, outbound customer contact and customer service performance.\n\u00b7      Define, implement and follow up relevant KPIs, including accessibility, response times, customer satisfaction, productivity, quality and outbound activity.\n\u00b7      Run regular performance reviews, team meetings and pep-talks to create energy, engagement and accountability.\n\u00b7      Develop a consistent customer service culture and way of working across all locations.\n\u00b7      Develop and execute the customer service strategy, including organization, processes, staffing and continuous improvement.\n\u00b7      Identify customer trends, recurring issues and opportunities to improve the customer experience.\n\u00b7      Work cross-functionally with Sales, Operations, Service, Logistics and other functions to resolve customer issues and improve processes.\n\u00b7      Provide the CEO and management team with clear reporting on performance, customer trends, challenges and improvement initiatives.\nCandidate Profile\nWe are looking for a strong people leader who combines customer focus with a performance-driven mindset.\nYou should have:\n\u00b7      Proven leadership experience from customer service, contact center or a similar customer-facing operation.\n\u00b7      Experience leading Team Leaders or other managers.\n\u00b7      Strong experience with KPIs, performance management and continuous improvement.\n\u00b7      Ability to create motivation, energy and accountability across multiple locations.\n\u00b7      A structured and data-driven approach combined with strong communication and coaching skills.\n\u00b7      Ability to work both strategically and hands-on when required.\n\u00b7      Experience from an international or multi-site organization.\n\u00b7      English and Swedish are mandatory requirements both in writing and speaking.\n\u00b7      Ability to travel regularly between our customer service locations.\nLeadership Profile\nThe Head of Customer Service should be a visible, positive and performance-oriented leader who develops people, sets clear expectations and follows up consistently.\nSuccess means building strong Team Leaders, engaged customer service teams, clear KPIs and a consistently excellent customer experience across all locations.\n\ufeffLocation: Norrt\u00e4lje or Gothenburg, Sweden\nResponsibility: Customer Service teams in Balingen, Gothenburg, Norrt\u00e4lje and Mora\nTeam: Approximately 20 employees, including 3-4 Customer Service Team Leaders\nReports to: CEO","price":null,"currency":"SEK","status":"active","noindex":true,"location":{"address":"G\u00e4ddv\u00e4gen 5","full_address":null,"city":"Norrt\u00e4lje","country":"SE","latitude":59.744623812179,"longitude":18.709529295746},"metadata":{"region":"Stockholms l\u00e4n","duration":"Tills vidare","employer":"SkyTech AB","postcode":"76141","positions":1,"profession":"Kundtj\u00e4nstchef","salary_type":"Fast m\u00e5nads- vecko- eller timl\u00f6n","scope_of_work":"100\u2013100 %","working_hours":"Heltid","employment_type":"full_time","occupation_field":"Chefer och verksamhetsledare","employer_workplace":"SkyTech AB","experience_required":true,"employment_type_label":"Tillsvidareanst\u00e4llning (inkl. eventuell provanst\u00e4llning)"},"user_id":null,"is_sponsored":false,"views_count":8,"ai_views_count":4,"bot_views_count":0,"ai_vendor_counts":{"other":2,"anthropic":2},"visibility":"public","submission_source":null,"submission_ai_name":null,"has_owner_email":true,"can_contact_owner":true,"phone":null,"owner_email":"linnea.ahlqvist@skytech.se","images":[],"published_at":"2026-08-18T14:29:25+00:00","expires_at":"2026-09-17T23:59:59+00:00","created_at":"2026-08-19T03:14:37+00:00","updated_at":"2026-09-15T02:55:57+00:00"}}