Customer Support Team Lead

Kappahl; Mölndals kommun; On-site; SEK 468,720 - 602,640; Full time

Job summary

Kappahl is seeking a Customer Support Team Lead for a parental leave cover based at our head office in Mölndal. You will coach our eight-person team to deliver world-class customer service across phone, email, chat and social media, while shaping service processes and ways of working.

You will drive KPI attainment, handle peak periods, and report to the Customer Support Manager. Swedish and English are essential, and retail fashion experience is a plus. The role is full-time until 1 October 2027.

Qualifications

• Strong background in customer support with leadership experience.
• Dedicated to delivering exceptional service and first-class customer experience.
• Experience in retail, fashion industry a plus.
• Fluent Swedish and English; knowledge of other Nordic/European languages advantageous.

Responsibilities

• Lead a team of eight in Customer Support, coaching to deliver world-class service across all channels.
• Drive continuous improvement of support processes and ways of working.
• Ensure KPIs are met and escalate operational needs during peak times.
• Support the Customer Support Manager and report on team performance.

Skills

Leadership

Coaching

Customer service

Job description

Overview

Here is an exciting opportunity to be part of our Customer Support. Do you love fashion fit for life as much as we do? Welcome to a world filled with joyful creativity, inclusive colleagues, and courageous challenges. Apply today!

We Offer You:

The role of Customer Support Team Lead, a parental leave cover based at our head office in Mölndal — a great opportunity to make a real impact. You will coach our Customer Support team to deliver world-class customer service across all channels and brands, and help continuously enhance our support processes and ways of working. Your leadership will be the cornerstone of the team's success, ensuring KPIs are met and exceptional customer experiences are delivered. During peak times, you may step in operationally as needed. You will be part of a dynamic Customer Support Team consisting of eight members, reporting directly to the Customer Support Manager.

Kappahl supports multiple communication channels, including phone, email, chat, and social media, with business hours from Monday to Friday, 09:00–17:00.

Your Profile

• You have a strong background in customer support with proven leadership experience, focusing on coaching and team development.
• You are dedicated to delivering exceptional service and ensuring a first-class customer experience.
• Experience in retail, particularly within the fashion industry, is a plus.
• You speak fluent Swedish and English, with knowledge of other Nordic or European languages being advantageous.
• You thrive in fast-paced environments, maintaining professionalism and empathy even in stressful situations.
• Coaching others is a key strength, and you enjoy creating routines and adjustments to improve the customer experience.
• Experience in staffing is a plus.
• You understand the bigger picture and strive to achieve the goals set for Kappahl Group and Kappahl Customer Support.
• You quickly adapt to new software and identify opportunities for improving customer service efficiency.

Are you interested?

The position is a full-time parental leave cover until October 1st, 2027, with placement at our head office in Mölndal. Kappahl celebrates diversity and strives to eliminate all forms of discrimination. We are committed to creating an inclusive environment for all employees and candidates.

You apply easily by attaching your CV. We apply continuous selection. We look forward to your application as soon as possible, not later than 16 August.