Customer Support & Carrier Manager - Hybrid (Remote 50%)

Motatos; Stockholms kommun; Hybrid; SEK 700,000 - 880,000; Full time

Benefits offered by this job

Hybrid work option

Extra flex days

Stockholm office

Snacks in office

30 days vacation

Job summary

Matsmart/Motatos in Stockholm is seeking a Customer Support & Carrier Manager to own the customer care and delivery reliability. You will lead external partners rather than direct reports, aligning customer-first mindset with commercial and analytical sharpness, reporting to the COO.

You’ll negotiate with carriers, optimize packaging and transit, manage budgets across markets, and turn customer insights into action.

Qualifications

• Experience in customer service management or logistics.
• Experience managing external suppliers or outsourced teams.
• Track record in negotiating commercial agreements.
• Strong analytical mindset with KPIs, budgets and data.

Responsibilities

• Lead external outsourced customer support partner and manage SLAs, KPIs, tone of voice, and escalation handling.
• Develop and elevate the customer journey, drive service improvements, self-service solutions, automation and tooling.
• Own the relationships with our carriers, monitor performance, negotiate contracts and approve invoices, with the Örebro warehouse.
• Partner with our automated warehouse in Örebro to improve packaging and reduce transit damages.
• Own the customer service budget across markets, monitor costs and optimize freight.
• Channel insights, sentiment data and survey results across teams and support recalls.

Skills

Customer service management

Logistics operations

External supplier management

Contract negotiation

Analytical mindset

BI tools

Swedish language

English language

Job description

Matsmart/Motatos in Stockholm is seeking a Customer Support & Carrier Manager to own the customer care and delivery reliability. You will lead external partners rather than direct reports, aligning customer-first mindset with commercial and analytical sharpness, reporting to the COO.

You’ll negotiate with carriers, optimize packaging and transit, manage budgets across markets, and turn customer insights into action.