Manager, Customer Support Management – Nordics

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

Overview

• Lead, coach, and develop a high-performing team of Support Managers, fostering engagement and accountability.
• Own day-to-day operations of the Support team, ensuring quality, consistency, and efficiency in execution.
• Monitor and improve key performance metrics, including customer satisfaction (CSAT) and ticket management.
• Drive continuous improvement of processes, tools, and ways of working to enhance scalability and efficiency.
• Set clear priorities and manage resource allocation across the team.
• Act as an escalation point, supporting complex customer cases and resolving critical issues.
• Build and maintain a strong team culture focused on collaboration, customer-centricity, and performance.
• Use data insights and AI tools to identify trends, drive improvements, and provide structured feedback.
• Own and maintain internal and external knowledge bases to support self-service and high-quality support delivery.
• Collaborate closely with Delivery, Customer Service Operations, and other teams to ensure seamless customer journeys.
• Contribute to broader company initiatives and drive alignment across the Nordic organisation.

Responsibilities

• Proven experience leading B2B customer service/support 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.
• Fluent in Swedish and English.

Requirements

• Proven experience leading B2B customer service/support 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.
• Fluent in Swedish and English.

ATS Optimization Keywords

Hard Skills

• B2B customer service
• B2B SaaS
• HR Tech
• KPI improvement
• data analysis
• ticket management
• process improvement
• resource allocation
• customer satisfaction
• knowledge base management

Soft Skills

• leadership
• coaching
• team development
• stakeholder management
• collaboration
• communication
• customer focus
• problem-solving
• accountability
• engagement