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DESCRIPTION
We are looking for a Customer Service Team Lead for our client in Gothenburg, Sweden!
This is an opportunity to take full operational ownership of a growing customer service team in the German market. The role is highly hands-on, combining daily customer contact with team leadership, operational structure, and continuous improvement.
About the company
Our client is a fast-growing logistics technology company that helps ambitious small businesses manage shipping more efficiently through a digital platform for pricing, comparison, booking, and tracking.
What will you do?
- Be hands-on in the daily schedule, spending at least 60% of your time on chats, calls, emails, and escalations.
- Own customer service operations across customer service, claims, and invoice-related errands.
- Take ownership of escalation cases and act as the final line of support for the team when cases become complex.
- Lead, coach, and develop the team with direct reporting responsibility.
- Conduct 1:1s and performance reviews.
- Own scheduling, capacity planning, response targets, and quality standards.
- Manage day-to-day carrier escalations.
- Work closely with the German Operations Lead on strategic direction and goals.
- Maintain a strong connection between customer service and sales to support the full customer journey.
- Bring customer insights, patterns, and feedback to product and cross-functional teams.
- Drive continuous improvements in processes across customer service, claims, and invoicing.
Requirements
- Fluency in German and English is required.
- Proven experience leading a customer service or operations team.
- A strong motivation to create excellent customer experiences.
- A highly operational mindset and willingness to be actively involved in daily work.
- Strong coaching skills and experience navigating team dynamics.
- Experience with claims handling and invoice or finance-related processes.
- A structured, process-oriented approach with a continuous improvement mindset.
- High empathy, self-awareness, and natural leadership ability.
What you’re offered
- 3600-4100 € gross salary range (depending on experience)
- A collaborative, encouraging, and team-focused work environment.
- Occupational pension, wellness allowance, and health insurance.
- 30 vacation days.
- Thorough onboarding and real opportunities to grow.
- A central Gothenburg office with facilities including a golf simulator, ping pong, and sauna.
- Relocation support for candidates moving to Gothenburg.
- Flight ticket to Gothenburg and, where applicable, partner and children.
- Transfer from the airport to the first accommodation.
- Relocation support of 15,000 SEK net.
- Help finding temporary housing for the first months, with financial support that can be used towards rent.
- Practical settlement assistance, including support with Swedish personal identity number, ID card, bank account setup, insurance, Swedish Tax Agency registration, and general orientation.
Care to hear more? Then apply via the link!
SKILLS
Leading
Problemsolving
Structure
Empathy
ARE YOU THE PERFECT CANDIDATE?
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