Head of Customer and Data Quality Support

B Capital; Stockholms kommun; Hybrid; SEK 600,000 - 800,000; Full time

Benefits offered by this job

30 days annual vacation

Wellness bonus of 5000 SEK

Five paid learning days per year

Complimentary flu vaccinations

Dog friendly workplace

Social activities and snacks

Breakfast every Wednesday

Job summary

B Capital is looking for a Head of Customer and Data Quality Support in Stockholm. In this role, you will manage outsourced customer support and data quality teams, ensuring high service quality and accuracy of user data. You will work closely with vendors, oversee contracts, and drive cost-efficiency.

Applicants should have extensive experience in customer support leadership, strong analytical skills, and familiarity with support platforms like Zendesk. Enjoy a hybrid work environment, with 30 annual vacation days and a commitment to employee wellness.

Qualifications

• 7+ years in customer support, including 3+ years in leadership roles.
• Experience managing outsourced teams.
• Strong analytical skills with the ability to interpret support data.

Responsibilities

• Lead customer support and data quality teams.
• Oversee vendor relationships and maintain quality standards.
• Define and track customer satisfaction metrics.

Skills

Customer support leadership

Vendor management

Analytical skills

Experience with Zendesk

Data protection knowledge

Content moderation

Budget management

Fluency in English

Tools

Zendesk

Job description

Head of Customer and Data Quality Support

Reporting to the Product Director, you will own how Fishbrain and Fish Rules support their users and keep app data accurate. You will lead two outsourced functions: customer support and data quality, own vendor relationships and tools, and maintain high service quality across all channels.

What you'll be working on

• Lead and coach the outsourced customer support team across Fishbrain and Fish Rules, including vendor-side team leads and QA, covering day‑to‑day operations and coverage.
• Act as the escalation point for complex or sensitive cases, including time‑sensitive requests from governmental and strategic partners.
• Lead the outsourced data quality team that proactively verifies app data (waters and related details) against authoritative sources, owning quality standards and work prioritization.
• Oversee content moderation and maintain the community guidelines behind it.
• Own the vendor relationships and budget behind both functions: contracts, commercial discussions, performance management, forecasting, and driving cost‑efficiency without compromising customer experience.
• Own the support platform (Zendesk) and the self‑serve help center, plus the onboarding materials, training, and agent playbooks for both functions.
• Define, track, and QA‑review core metrics (CSAT, first response time, resolution time, self‑serve deflection), feeding findings back into training.
• Coordinate incident response and business continuity across vendors, keeping customer‑impact visibility and operational resilience during disruptions.
• Synthesize support cases and app reviews into clear themes for leadership, and partner with teams across the company on releases and customer‑impacting initiatives.
• Own the processes, policies, and compliance the teams operate under, including GDPR data retention and erasure.

What we are looking for

• 7+ years in customer support or customer operations, including 3+ years in operational leadership, ideally leading other leaders such as vendor‑side team leads.
• Proven experience managing outsourced or offshore teams and holding them to clear performance standards.
• Experience overseeing content moderation and maintaining community guidelines.
• Experience owning vendor relationships, including contracts, commercial discussions, and performance management.
• Experience preparing and managing a budget, including forecasting for outsourced services and tooling.
• Hands‑on experience with support platforms such as Zendesk, including configuration and reporting.
• Experience using AI‑enabled tools and workflows to improve support operations.
• Solid understanding of data protection and compliance requirements, such as GDPR.
• Strong analytical skills, able to interpret support data and translate it into clear recommendations for the business.
• A structured approach to process design, quality standards, and continuous improvement.
• Experience owning quality standards or data verification and accuracy operations.
• Excellent written communication, including the ability to write clear documentation and agent‑facing materials.
• Comfortable working across time zones and managing partners in a remote‑first setup.
• Fluent in English, both written and verbal.

Additional preferred skills

• Background in consumer apps or subscription products.
• Familiarity with user‑generated content (UGC), social experiences, or online communities.
• Experience supporting governmental, regulatory, or strategic partners.
• Knowledge of fishing, the outdoors, or lifestyle apps.

Where you’ll work

We work in a hybrid setup; all team members are expected to work from our Stockholm HQ, The Lighthouse, on Mondays, Wednesdays, and Thursdays.

Benefits

• 30 days annual vacation.
• Wellness bonus: 5000 SEK annual allowance for health and fitness.
• Learning & development days: five paid learning and development days per year.
• Commitment to sustainability: contribution to scientific research partners.
• Flu vaccination: complimentary flu vaccinations every year.
• Fishing rods in the office.
• Dog friendly workplace.
• Social activities: quizzes, virtual escape rooms, parties, regular fika, fishing tournaments and more.
• Breakfast every Wednesday.
• Candy, soda, fruits, and snacks.
• Coffee and tea.
• Gaming corner.
• Ping‑pong table.

Please submit applications in English.