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Customer Service Manager EU

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Haypp Group

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Location:
Sweden , Haninge

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re now looking for a Customer Service Manager EU to lead and elevate our European Customer Service operations. In this role, you will manage a team of 10 dedicated service professionals while ensuring we deliver outstanding customer experiences across our EU markets. You will be the operational heartbeat of the team, driving daily performance, coaching and developing your people, and ensuring smooth, high‑quality customer interactions at scale. At the same time, you will act as a key cross‑functional partner to stakeholders across the organisation, using insights and collaboration to continuously improve our customer journey. This is a role for someone who thrives where structure meets fast‑paced problem‑solving, a natural leader who keeps both people and processes running at their best.

Job Responsibility:

  • Lead and coordinate daily customer service operations to meet KPI, SLA, and quality goals
  • Oversee scheduling, attendance, task allocation, and workflow planning
  • Use market and customer insights to guide decisions and improvements
  • Lead operational projects focused on scaling efficiency and enhancing the customer journey
  • Lead, coach, and motivate a team of 10 customer service agents
  • Conduct monthly check-ins, performance discussions, and development planning
  • Drive continuous learning through coaching, training, and clear feedback loops
  • Handle recruitment, onboarding, offboarding, and competence development
  • Ensure high service quality through case reviews, KPI tracking, and structured follow-ups
  • Identify improvement opportunities and implement new processes where needed
  • Use data to monitor performance trends and guide both operational and strategic decisions
  • Act as the key link between Customer Service and the E-commerce teams for our European markets
  • Ensure smooth, clear information flow between Customer Service and the wider organization
  • Share insights and updates on customer trends, team progress, compliance, and improvements
  • Ensure that CS communication reflects our standards as a publicly listed company and complies with relevant regulations

Requirements:

  • 2+ years of experience leading a team
  • Experience from customer-facing roles such as retail, events, sales, or customer service
  • Strong communication skills and a passion for delivering exceptional service
  • A structured and solution-oriented mindset with the ability to drive both people and performance
  • Excellent command of spoken and written English

Nice to have:

Fluency in German and/or Swedish is considered a plus

What we offer:
  • Premium ITP1 occupational pension savings plan
  • Insurance plan, including private healthcare
  • 30 days of paid vacation
  • Parental pay lift
  • Wellness allowance of 5,000 SEK per year
  • Lots of social happenings

Additional Information:

Job Posted:
February 23, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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