Head of Member Experience & Customer Service

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

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