Vacant job

Most companies would agree that customer satisfaction is important and something they actively strive for. But at Nordic Nest Group, it’s more than that. We don’t just want satisfied customers; we want to create value far beyond the purchase itself. Our very first cornerstone is to create the world’s best customer experience, and we do this by genuinely caring about our customers.

We are now looking for an inspiring and engaged leader for our customer service department. Do you want to help create the world’s best customer experience? Then this could be the role for you!

What does the role entail?

As Department Lead, your primary mission is to lead the team in creating world-class customer satisfaction. You will lead a team of 30-60 people (depending on the season) with overall responsibility for the operational management of your department. Your team assists our customers via phone, email, and chat, and your mission is to ensure that both daily and long-term goals are achieved. In your role as Department Lead, you will report to the Head of Customer Care.

Your main tasks and responsibilities include;

• Ensuring high customer satisfaction at every moment in the department.

• Motivating, inspiring, and creating engagement within the team.

• Monitoring key performance indicators, identifying areas for improvement, and driving actions towards set goals.

• Ensuring efficiency and automation of our processes.

At Nordic Nest Group, we believe that leadership that is close to the operations, supporting, coaching, and developing the team is essential. We expect you to work continuously on improving operations and developing daily work, both in your department and contributing to improvement efforts within Customer Care as a whole.

Who are you?

We place great importance on your personal qualities and see that you are a natural and inspiring leader with a lot of energy and drive. Through engagement and responsibility, you have achieved good results in your previous roles. We prefer that you have experience in leading others and a genuine interest in business and e-commerce.

Your heart lies in creating a world-class customer experience, which requires you to always look for solutions to problems and possess excellent communication skills. You are structured in your work approach and have a very good ability to prioritize and organize your daily tasks.

You have excellent knowledge of Swedish and English, both spoken and written, as communication both internally and externally occurs in both languages.

As we work in an organization with a high pace of change, it is important that you are willing to make decisions as well as being flexible with the fact that circumstances may change. To succeed in this role, you need to love working in a fast-paced environment, constantly see opportunities for development, and most importantly, understand that the team is the key to our success.

Are you ready to be part of the team?

The position is a full-time temporary role starting sometime in March and lasting until April 30, 2027. The placement is at our lovely headquarters in Kalmar.

We believe in the power of personal qualities, which is why we use personality tests early in the process.

Submit your application today – we are recruiting continuously!

For questions regarding the position, please contact Sofia Heinebäck, Head of Customer Care, at [email protected]

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