Customer Support & Carrier Manager

Matsmart - Motatos; Stockholms kommun; Hybrid; SEK 700,000 - 900,000; Full time

Benefits offered by this job

Hybrid work 50% remote

Office in Stockholm (Skanstull) with a

Five extra flex days off

Job summary

Matsmart/Motatos in Stockholm seeks a Customer Support & Carrier Manager to own customer care quality and carrier reliability. You’ll lead external partners, set OKRs, monitor KPIs, and translate feedback into actionable business cases that improve the customer journey.

You’ll negotiate with carriers, manage budgets, and work cross-functionally with logistics, legal and commercial teams. Fluency in Swedish and English is required; experience with Nordic parcel carriers or OMS is a plus.

Qualifications

• Several years of experience in customer service management, logistics or transport operations.
• Experience managing external suppliers or outsourced teams and holding them to clear performance targets.
• Track record of negotiating commercial agreements.
• Strong analytical mindset with budgets, case data and invoices; familiarity with BI tools.

Responsibilities

• Lead external outsourced customer support service partner and ensure SLAs, KPIs, tone of voice and escalation handling.
• Develop and elevate the customer journey; drive service improvements, self-service, automation and tooling.
• Own relationships with carriers; monitor performance, negotiate contracts and approve invoices in collaboration with the warehouse in Örebro.
• Collaborate with the automated warehouse to improve packaging and protect delivery promises.
• Own the customer service budget across markets; monitor costs and identify freight optimization opportunities.
• Channel insights and survey results across cross-functional teams and lead coordination during recalls.

Skills

Customer service management

Supplier management

Negotiation

Analytics and KPIs

Job description

Matsmart/Motatos is redefining sustainable consumption. Our vision is to make it easy for everyone to contribute to protecting our planet. We believe that revolutionizing the way we handle food waste is a great place to start. Matsmart/Motatos purchases already-produced surplus goods from companies and sells them online to customers at affordable prices. Today our online-shops are open in Sweden, Finland and Denmark.

Working at Matsmart/Motatos, you will join our fight against food waste!

We’re now looking for a Customer Support & Carrier Manager to join our team in Stockholm. In this role, you will own two critical touch points our customers experience every day: the care they receive when something goes wrong and the reliability of their deliveries. This is a role for someone who combines a customer-first mindset with commercial and analytical sharpness, and who is comfortable leading through partners rather than direct reports. You will lead through external partners, combining a customer-first mindset with commercial and analytical sharpness. This role reports directly to our Chief Operating Officer (COO).

What You’ll Do

• Lead external outsourced customer support service partner, holding them accountable for SLAs, KPIs, tone of voice, and escalation handling across support, NPS, reviews and social media, handling complex cases, and keeping processes and manuals up to date.
• Develop and elevate the customer journey, drive service improvements, self-service solutions, automation, and tooling by setting yearly OKRs and translating customer feedback into actionable business cases.
• Own the relationships with our carriers, monitoring their performance, negotiating contracts and approving their invoices, in close collaboration with our warehouse in Örebro.
• Partner with our automated warehouse in Örebro to improve packaging, minimize transit damages, and safeguard delivery promises.
• Own the customer service budget across markets, monitoring cost-per-order, carrier invoices, and identifying freight optimization opportunities.
• Be the voice of the customer. Channel insights, sentiment data, and survey results cross-functionally across logistics, legal, and commercial teams, as well as lead operational coordination during product recalls.

What We’re Looking For

• Several years of experience in customer service management, logistics or transport operations, ideally a combination of both.
• Proven experience managing external suppliers or outsourced teams and holding them to clear performance targets.
• A track record of negotiating commercial agreements.
• Strong analytical mindset and comfort working with KPIs, budgets, case data and invoices, including BI tools.
• Professional fluency in Swedish and English, both written and spoken.
• Bonus point if you have experience with Nordic parcel carriers, background in e-commerce, ideally in a Nordic multi-market setup or order management systems (OMS)

As a person, you are structured, accountable and clear in your communication, with the drive to turn insights into improvements and the confidence to have demanding conversations with partners while keeping relationships strong.

The Matsmart way

We’re not only a different kind of food store, with a burning passion for saving already-produced stuff. Above all else, we're a company filled with unlike-minded people who constantly turn our food-saving dreams into reality. The Motatos way is all about being human, caring for each other, disrupting to challenge the status quo, and taking action to make things happen because, at the end of the day, food doesn't save itself.

What We Offer

• An opportunity to be part of a journey that makes a real difference for the food system at large, but not the least in the everyday lives of our customers.
• A challenging opportunity to play a key role in our journey to profitable growth, challenging the status quo in food retail.
• Work with a passionate team in a fast-paced environment.
• A healthy combination of freedom, responsibility, and variety.
• A hybrid workplace with the opportunity to work remotely 50% of the time.
• A social and friendly work environment, with a snacks-filled office centrally located at Skanstull in Stockholm.
• An attractive benefits package, including five extra flex days off on top of our 30-day vacation policy.

So, are you ready to make an impact?