Head of B2B Customer Support & Operations

Jobtailor; Stockholms kommun; On-site; SEK 900,000 - 1,200,000; Full time

Job summary

Jobtailor seeks a Senior Support Team Lead to guide a high-performing team of Support Managers across the Nordic region. You will own daily operations, ensuring quality, efficiency, and scalable support delivery.

Responsibilities include monitoring CSAT, improving ticket management, and driving process enhancements. Collaborate with Delivery and Customer Service Ops to optimize end-to-end customer journeys.

Qualifications

• Proven experience leading B2B customer service or other B2B customer-facing teams.
• Experience working in a B2B SaaS, HR Tech, or similar environment.
• Strong leadership skills with a proven ability to coach and develop high-performing teams.
• Track record of driving operational improvements and scalable ways of working.
• Strong stakeholder management skills and ability to collaborate cross-functionally.
• Data-driven mindset with experience influencing and improving KPIs.
• Excellent communication skills and ability to influence across team.
• Strong customer focus with a clear emphasis on outcomes and value.

Responsibilities

• Lead, coach, and develop a high-performing team of Support Managers.
• Own day-to-day operations of the Support team, ensuring quality and efficiency.
• Monitor and improve CSAT and ticket management metrics.
• Drive continuous improvement of processes, tools, and ways of working.
• Set clear priorities and manage resource allocation across the team.
• Act as escalation point for complex customer cases and critical issues.
• Collaborate with Delivery, Customer Service Operations, and other teams for seamless journeys.
• Build a data-driven culture using insights and AI tools to drive improvements.

Skills

Leadership

Coaching

Data-driven mindset

Stakeholder management

Cross-functional collaboration

Tools

AI tools

Job description

Jobtailor seeks a Senior Support Team Lead to guide a high-performing team of Support Managers across the Nordic region. You will own daily operations, ensuring quality, efficiency, and scalable support delivery.

Responsibilities include monitoring CSAT, improving ticket management, and driving process enhancements. Collaborate with Delivery and Customer Service Ops to optimize end-to-end customer journeys.