Customer Service Manager EU

• 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

• 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

Fluency in German and/or Swedish is considered a plus

• 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