Team Lead, Customer Engagement & Disputes

American Express; Stockholms kommun; Hybrid; SEK 700,000 - 980,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Healthcare benefits

Hybrid work model

Career development opportunities

Job summary

American Express Sweden is hiring a Team Leader to guide a blended team of 15+ customer service professionals across disputes and general inquiries. You will coach, develop, and provide regular feedback to drive performance, engagement, and top‑tier service outcomes.

The role emphasizes strong leadership, collaboration with internal stakeholders, and the ability to navigate a fast‑paced servicing environment while maintaining a customer‑first mindset.

Qualifications

• Demonstrated people leadership experience, including leading teams through change with resilience and confidence.
• Strong coaching, performance management, negotiation, and stakeholder management skills.
• Ability to lead by example and foster a positive, inclusive, and effective work environment.
• Proven ability to drive operational performance and achieve key customer servicing metrics.
• Strong customer focus, with the ability to advocate for customer needs while supporting company objectives.
• Excellent written and verbal communication skills, including presentation and public speaking capability.
• Strong personal accountability, sound judgment, and an innovative mindset.
• Experience in a contact center or customer servicing environment is preferred.
• Self-motivated and reliable, with the ability to work effectively both independently and collaboratively.
• Fluency in Swedish or Norwegian and English, both written and spoken; Finnish language skills are considered an advantage.
• Proficiency in Microsoft Excel and PowerPoint for data analysis, reporting, and presentation purposes.

Responsibilities

• Lead the daily operations of a blended team of 15+ customer service professionals across disputes and customer service functions.
• Coach, develop, and provide regular feedback to team members to support performance, engagement, and achievement of key servicing metrics.
• Motivate and empower colleagues to deliver high‑quality customer experiences and consistently strong customer outcomes.
• Manage escalated customer matters, complex inquiries, and issue resolution in a professional, timely, and customer‑focused manner.
• Balance customer needs with business priorities, compliance requirements, and company policies.
• Use performance data, operational insights, and customer trends to identify opportunities for improvement.
• Partner with internal stakeholders to support operational priorities and deliver on customer and business objectives.
• Support change management initiatives and help the team adapt effectively within a fast‑paced servicing environment.
• Promote a culture of accountability, inclusion, collaboration, innovation, and high performance.
• Identify opportunities to improve the customer disputes journey and contribute to process enhancements that benefit both customers and colleagues.

Skills

Leadership

Coaching

Stakeholder mgmt

Communication

Process improvement

Microsoft Excel

PowerPoint

Tools

Microsoft Excel

PowerPoint

Job description

American Express Sweden is hiring a Team Leader to guide a blended team of 15+ customer service professionals across disputes and general inquiries. You will coach, develop, and provide regular feedback to drive performance, engagement, and top‑tier service outcomes.

The role emphasizes strong leadership, collaboration with internal stakeholders, and the ability to navigate a fast‑paced servicing environment while maintaining a customer‑first mindset.