Vacant job

This is a direct recruitment for the company in collaboration with Responsa

Customer Experience Lead - Shape the future of customer service in e-commerce

Are you an inspiring leader with a passion for customer service? Do you want to help create exceptional customer experiences in a dynamic team? Then the role of our new Customer Experience Lead could be perfect for you!

About the role

As Customer Experience Lead, you will be the hub of our customer service organization. You will lead, inspire, and develop a team of dedicated customer service employees while actively participating in daily operations. Your role is crucial to ensuring we deliver world-class service and create positive, memorable customer experiences.

Your main responsibilities:

• Lead and distribute daily tasks in customer service
• Be a role model and source of inspiration for your team members
• Spread positive energy and encourage excellent customer service
• Be responsible for communication and collaboration with our outsourcing partners
• Work closely with other departments to create a seamless customer journey
• Handle escalations and resolve complex customer issues
• Work with NPS and follow up on statistics

We are looking for someone who:

• Has leadership experience in customer service or a similar role
• Is a natural team player with the ability to motivate and engage others
• Has a positive attitude and can keep a cool head in stressful situations
• Is solution-oriented and can handle complex customer issues
• Has excellent communication skills, both verbal and written
• Is passionate about delivering outstanding customer experiences

We offer:

• The opportunity to shape and develop our customer service team
• A dynamic work environment focused on innovation and continuous improvement
• The chance to make a real difference in our customers' daily lives

The work is performed on-site at our office located in central Stockholm

Are you ready to take the lead in creating fantastic customer experiences? Apply today and become a part of our team!