Customer Support Team Lead — Parental Leave Cover

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

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.