CS Nordic Operations Specialist

Viaplay Group; Stockholms kommun; On-site; SEK 480,000 - 780,000; Full time

Benefits offered by this job

30 days paid vacation

Pension and insurance

Wellbeing allowance

Learning and development

Job summary

Viaplay Group is seeking a CS Nordic Operations Specialist to join Allente in Stockholm. You will lead day-to-day Customer Service operations, coordinate with the BPO, and ensure high-quality customer experiences across the Nordic region.

You will monitor performance against SLAs, drive improvements, manage incidents, and safeguard privacy and GDPR compliance. Strong collaboration with internal teams and vendors is essential to success.

Qualifications

• At least 3 years of experience in Customer Service Operations or similar.
• Proven ability to lead and motivate teams.
• Skilled at coordinating with diverse stakeholders.
• Strong English communication and fluency in at least one Nordic language.

Responsibilities

• Act as operational lead for day-to-day CS processes and the main operational point of contact between Viaplay and the BPO.
• Coordinate priorities, operational changes and readiness for campaigns, product launches, content events and other customer-impacting activities, ensuring the BPO has accurate information, instructions and customer communication.
• Monitor BPO performance against agreed service levels, quality standards and customer-experience targets.
• Identify performance gaps, coordinate corrective actions and report regularly on performance, risks and improvement initiatives.
• Own and maintain GDPR-related processes, routines and performance within the scope of the role.

Skills

Customer Service Operations

Team leadership

Stakeholder management

English proficiency

Nordic language fluency

Job description

At Viaplay Group, we entertain millions of people every day through our streaming services, radio networks, and TV channels. We believe in the power of content not just as a way of telling stories and touching lives, but also expanding worlds.

Since March 2026, Allente has been part of Viaplay Group. We’re now looking for a CS Nordic Operations Specialist to join the Allente organization within Viaplay on-site at our Stockholm office. Are you ready to hit play on an exciting career change?

The role

As an CS Nordic Operations Specialist you will drive effective day-to-day Customer Service operations by managing BPO performance, coordinating operational priorities, and ensuring high-quality customer experiences. You will compile and share customer insights across the organization to support continuous improvements to products, processes and communication, while proactively managing incidents, complex customer cases and relevant privacy and compliance requirements.

As a CS Nordic Operations Specialist your tasks will include:

Operational Leadership and BPO Collaboration

• Act as the operational lead for day-to-day Customer Service processes and the main operational point of contact between Viaplay and the BPO.
• Coordinate priorities, operational changes and readiness for campaigns, product launches, content events and other customer-impacting activities, ensuring the BPO has accurate information, instructions and customer communication.
• Engage in and drive competitions together with other internal departments for the BPO.
• High presence on sites to secure close collaboration with vendors.

Performance, Quality and Service Delivery

• Monitor BPO performance against agreed service levels, quality standards and customer-experience targets.
• Track KPIs including customer satisfaction, quality, response times, resolution rates, contact volumes and backlog.
• Identify performance gaps, coordinate corrective actions and report regularly on performance, risks and improvement initiatives.
• Update and have ownership of result in forecast where effective action is provided when needed

Customer Insights and Continuous Improvement

• Compile and analyze customer feedback, contact reasons and operational data.
• Share customer insights and recommend improvements to processes, communication and products.
• Drive Customer Service improvement initiatives and represent Customer Service in cross-functional projects, ensuring customer and operational needs are considered.

Incident Management and Compliance

• Proactively identify emerging incidents and customer-impacting issues.
• Coordinate Customer Service activities during incidents, including BPO communication, agent instructions, customer messaging and operational readiness.
• Handle customer edge cases, drive post-incident follow-up and elevate critical or recurring issues to relevant stakeholders.
• Own and maintain Customer Service GDPR-related processes, routines and performance within the scope of the role.
• Ensure operational processes align with privacy, compliance and information-security requirements.

Whatwe’re looking for

As a CS Nordic Operations Specialist, you will play an important role in driving our Customer Service operations across the Nordic region. You have a strong understanding of our customers, market and business environment, and enjoy turning customer needs into effective solutions and new opportunities. You are proactive, determined and results-oriented, with a proven ability to drive initiatives forward and build strong relationships with operational vendors and partners.

We’re looking for someone who is:

• Results- and sales-oriented, with a strong drive to achieve targets, identify opportunities, and deliver strong business outcomes
• Takes initiatives, identifies areas for improvement, and turn ideas into practical solutions
• Build trust and strong working relationships, with confidence in communicating and collaborating with a wide range of stakeholders
• A collaborative and engaged team player who contributes to a positive, motivated, and high-performing work environment

Requirements

• At least 3 years of experience in Customer Service Operations, Customer Experience, BPO management or a similar role.
• Proven ability to lead and motivate teams, with a strong focus on achieving shared goals and delivering results.
• Skilled at managing relationships and can coordinate effectively with a wide range of stakeholders.
• Strong communication skills in English, along with fluency in at least one Nordic language.

Whatweoffer you

We’ve got you covered! 30days of paid vacation every year, an attractive pension and insurance scheme, and generous parental leave pay lift.

Your wellbeing matters. We provide you with various wellbeing initiatives including wellness allowance.

A safe space to grow and up-skill. Our learning culture puts you in the driver’s seat of your own development.

Entertainment is what we love, and entertainment is what we do. So, unlimited access to Viaplay seems only fair for you to get to know the product –including series & viewing events, new release movie rentals, linear channels and more.