Head of Customer Service for Member-Owned B2B Organization

Nextt & Mason AB; København; Hybride; DKK 900 000 - 1 300 000; Plein temps

Résumé du poste

Nextt & Mason AB is seeking a Head of Customer Service to take overall responsibility for member and customer support in a growing B2B organization. The Head will manage a six-person team, be part of the management team, and report directly to the CEO.

Experience leading customer service teams or working in member-based organizations is a clear advantage; deep subject-matter knowledge is not required. This role emphasizes hands-on leadership, accountability, and collaboration with colleagues

Qualifications

• Experience leading customer service teams or working in member-based organisations is advantageous.
• Strong people management and leadership skills.
• Excellent communicator able to adapt to different personalities and situations.

Responsabilités

• Lead the customer service team, ensuring engagement, motivation, and a positive team spirit.
• Ensure a consistently high level of service and support to members.
• Maintain and update employee knowledge as new advisory areas are introduced and new members onboarded.
• Contribute to process optimization, workflow improvements, and structural efficiency.
• Act as liaison between customer service and other internal departments (subject matter experts, IT, analytics).
• Serve as contact point for external stakeholders and partners.
• Participate actively in daily member service tasks alongside the team.

Connaissances

People management

Leadership

Communication

Stakeholder liaison

Empathy

Problem solving

Description du poste

Our client is seeking a Head of Customer Service to take overall responsibility for member and customer support in a growing B2B organization.

The company has successfully positioned itself in a niche advisory field that is increasingly in demand. The organization is experiencing strong growth as its advisory areas expand, and the need to manage member companies’ data and reporting to various authorities continues to rise. This has led to both a significant increase in services to existing members and a surge in new memberships.

The new Head of Customer Service will manage a team of six employees, be part of the management team, and report directly to the CEO.

The position does not require deep subject-matter expertise in the organization’s advisory areas—this can be learned—but experience leading customer service teams or working in member-based organizations is a clear advantage.

Responsibilities and Tasks

• Lead the customer service team, ensuring engagement, motivation, and a positive team spirit
• Ensure a consistently high level of service and support to members
• Maintain and update employee knowledge as new advisory areas are introduced and new members onboarded
• Contribute to process optimization, workflow improvements, and structural efficiency
• Act as liaison between customer service and other internal departments (subject matter experts, IT, analytics)
• Serve as contact point for external stakeholders and partners
• Participate actively in daily member service tasks alongside the team

Profile and Personality

• Strong people management and leadership skills
• Excellent communicator able to adapt to different personalities and situations
• A visible, hands‑on leader who leads by example—even when challenges arise
• Believes that accountability, professionalism, and integrity lead to great results
• Approachable and proactive, using empathy as a leadership tool
• Practical and solution-oriented, willing to dive into day‑to‑day tasks alongside the team