Head of Customer Support

Macade Golf; Stockholms kommun; On-site; SEK 700,000 - 1,100,000; Full time

Benefits offered by this job

Ownership of customer care

Influence processes

International team

Flat hierarchy

Fun, hardworking culture

Job summary

Macade Golf in Stockholm seeks a Head of Customer Support to lead a small team, manage daily customer cases, and oversee the store's operations with a strong focus on service quality.

You will own processes, systems and communication channels, continuously improve how we support customers, and collaborate with other teams to address recurring issues while delivering an outstanding brand experience.

Qualifications

• Track record of delivering excellent customer service.
• Experience from e-commerce or retail is a plus.
• Strong leadership and people management skills.
• Ability to improve processes and tools for customer support.

Responsibilities

• Hands-on customer support across channels.
• Lead and develop the small customer support team.
• Continuously find better ways to take care of customers.
• Develop processes, systems and tools for customer support.
• Identify recurring customer issues and work with other teams to solve them.
• Manage the daily operation and staffing of our Stockholm store.
• Use customer feedback to help make Macade better.

Skills

Customer obsession

Swedish + English

Hands-on leadership

Team player

Strong communicator

Problem solving

Job description

Macade was founded in 2019 to reimagine golf apparel for a new generation. What started with a handful of technically advanced, sharply tailored pieces has grown into a global brand worn by more than 150,000 golfers worldwide. We develop every product with intent, combining performance, precision and modern design to create apparel that supports your game, elevates your presence and delivers the confidence you need to stay on course.

We are now looking for a Head of Customer Support to join our team in Stockholm.

At Macade, we don’t see customer support as a necessary cost to be made as efficient as possible. We see every customer interaction as an opportunity to build relationships and long-term loyalty.

When a customer contacts us, something has often not gone according to their expectations. How we handle what happens next can be the difference between a disappointed customer and a loyal one.

In this role, you will work hands-on with our customers every day while taking responsibility for continuously improving how we do it. You will lead a small team of two, including yourself, and own everything from daily customer cases to systems, processes and communication channels.

Our Stockholm office also includes our physical Macade store, and you will be responsible for its daily operation, including staffing and ensuring a great customer experience.

You’ll be responsible for:

• Working hands-on with customer support across our different channels
• Leading and developing our small customer support team
• Continuously finding better ways to take care of our customers
• Developing processes, systems and tools for customer support
• Identifying recurring customer issues and working with other teams to solve them
• Managing the daily operation and staffing of our Stockholm store
• Using customer feedback to help make Macade better

What about you?

You genuinely enjoy helping people and take pride in creating great customer experiences. You are hands-on, structured and comfortable taking responsibility, but also curious enough to constantly question how things could be done better.

You thrive in a fast-moving environment where everyone helps where needed, and you are comfortable switching between answering a customer, solving an operational problem and improving how we work for the future.

Experience from customer support, e-commerce or retail is a plus, as is previous leadership experience. And since we spend most of our days thinking about golf, an interest in and understanding of the game is definitely a bonus.

Our humble expectations

• Customer obsessed
• Positive and solution-oriented
• Hands-on and hard working
• Curious and always looking to improve
• Comfortable with digital tools and systems
• Strong communicator in Swedish and English
• Team player

What we’re offering

• Real ownership of how Macade takes care of its customers
• The freedom to improve and develop how we work
• An international environment with customers in more than 30 countries
• A workplace without unnecessary hierarchy or micromanagement
• An environment where ideas, initiative and responsibility are encouraged
• A place where we work hard and have fun together