Vacant job

Location: Stockholm · Position: Full-time, Permanent

Do you want to lead a customer service organization where care, clear leadership, and smarter digital working methods go hand in hand, and where your efforts impact thousands of guests every day?

Vy is now looking for a Customer Service Manager who wants to take responsibility for a key customer service function and continue to develop how the team works with service, hospitality, and digital contact channels.

Vy is one of the largest mobility companies in the Nordics, with operations in both train and bus traffic. In Sweden, we operate Vy bus4you and Vy Flygbussarna, two strong brands that have topped the Swedish Customer Satisfaction Index (SKI) for many years regarding customer satisfaction. We also operate contracted traffic.

Customer service is a central part of how Vy meets its guests every day. The role involves combining daily quality, clear leadership, and continued development of how we help, guide, and create security for our travelers, both humanely and digitally.

About the role

As Customer Service Manager, you lead Vy's customer service organization and are part of the management group for the commercial operations, which includes Vy bus4you and Vy Flygbussarna.

You will be based at Vy's office in Cityterminalen in Stockholm. The role also involves travel as needed, including to the headquarters in Gothenburg and other parts of the business.

You are responsible for the team, service delivery, and the continued development of working methods, tools, and digital flows within customer service. The role covers both physical and digital contact points, from the personal meeting to digital self-service, automation, and new tools.

You lead a team consisting of a Customer Travel Manager, Team Leaders, Customer Service Agents, and Guest Hosts. The role is about creating clarity in everyday operations, developing people, and driving selected improvements in working methods, customer data, system support, and service flows.

Your mission

In this role, you will among other things:

• Lead and develop the customer service team, with employees in both Stockholm and Gothenburg
• Create clear direction, structure, and engagement in the team's daily work
• Ensure high quality in customer service and contribute to a secure and clear service across different channels
• Ensure that Vy continues to work actively with Good Hospitality in every guest contact
• Drive prioritized development related to digitalization, customer data, and new working methods
• Develop how customer service contributes to the business, for example through cross-selling, customer insights, and improved flows
• Identify where human service makes the biggest difference, and what can be simplified with smart technology
• Implement and further develop AI-based tools, automated flows, and digital contact channels
• Be responsible for the selection, use, and optimization of customer service platforms and tools
• Monitor customer data, feedback, and behaviors to identify opportunities and make better decisions
• Collaborate closely with marketing, IT, sales, operations, and product development

We are looking for you who

We believe you have experience leading customer service, support, or another customer-facing organization where service, people, working methods, and digital solutions are important parts of the whole.

You likely have:

• Experience leading customer service, support, or a similar customer-facing organization
• Experience in change management and the development of service flows
• Good understanding of digitalization, automation, and how technology can strengthen customer service
• Experience with CRM systems, customer service platforms, customer data, or analytics tools
• Ability to combine operational leadership with strategic development work
• A business-oriented mindset and understanding of how customer service can contribute to loyalty, sales, and customer satisfaction
• Experience collaborating cross-functionally with, for example, marketing, IT, sales, operations, or product
• Fluency in Swedish and English, both spoken and written

It is an advantage if you have experience with AI-based customer service tools, chatbots, virtual assistants, or automated customer flows.

As a person

You are a caring and clear leader who creates engagement, direction, and security in the team.

You thrive close to the operations and have the ability to both create structure in everyday life and drive development forward. You are curious about the possibilities of technology, but always ensure that solutions strengthen the service and make the work better for the team.

You also have a strong sense of hospitality and understand that really good customer service is about structure, behaviors, culture, and human meetings.

We offer

• A central role in a Nordic mobility company with strong brands
• The opportunity to influence how Vy helps and guides thousands of travelers every day
• A leadership role with people, business, technology, and development in focus
• Location in Stockholm, where Vy's office is located in Cityterminalen
• A role with contact points in several parts of the business, including travel to, among other places, the headquarters in Gothenburg
• Market-competitive conditions, collective agreements, and occupational pension

About the process

We are keen on getting to know you and giving you a clear picture of the role, the team, and the journey Vy is on.

The process begins with:

• An initial conversation with Fredrik at HiCareer, who is responsible for the recruitment
• An interview with Zakaria, Commercial Director at Vy
• A small case study and meeting with more future colleagues

How to apply

Submit your application via HiCareer, preferably with a few lines about why you want to lead Vy's customer service forward.

The recruitment is carried out in cooperation with HiCareer. For questions, contact Fredrik at [email protected].