Missão
This is a high-impact interim assignment for a senior leader who thrives on building efficient, scalable customer service operations. Based in Stockholm, this role offers the opportunity to shape a global Customer Service function with a strong focus on delivering world class customer service at scale.
As Global Head of Customer Service, you will lead and scale the global Customer Service function, ensuring consistent, high-quality support across all customer touchpoints. The role combines strategic ownership with hands-on operational leadership and full accountability for performance, delivery, and service model development.
Responsibilities
Service Strategy & Operating Model
Define and own the global Customer Service strategy, roadmap, and operating model
Develop and evolve service offerings, including channels, SLAs, and support scope
Lead implementation of scalable solutions with a strong focus on automation, AI, and self-service
Own and manage the Customer Service budget
Define and govern global KPIs and performance targets
Customer Service Operations
Own end-to-end Customer Service operations across all markets
Ensure effective workforce planning, scheduling, and case management
Monitor and optimise performance across all channels (email, chat, phone, marketplaces)
Act as the final escalation point for complex or high-impact customer cases
Ensure compliance with policies, data privacy requirements, and financial controls
Performance, Improvement & Leadership
Monitor and optimise operational and quality KPIs (e.g. CSAT, FRT, AHT, resolution rate)
Analyse customer contact drivers to identify inefficiencies and improvement opportunities
Drive continuous improvement initiatives to increase efficiency and service quality
Build and maintain a high-performing, service-oriented team culture
Set clear expectations, goals, and performance follow-up routines
Stakeholder Collaboration
Act as the primary interface between Customer Service and internal stakeholders
Provide structured insights on customer issues, trends, and operational challenges
Maintain a consolidated view of customer-facing issues and escalations
Ensure effective cross-functional follow-up with logistics, product, digital, and other teams
Perfil
7+ years of leadership experience within the Customer Service industry
Proven ability to lead and operate high-volume, multi-channel support environments
Strong understanding of Customer Service KPIs, workforce planning, and service operations
Solid financial acumen and understanding of cost drivers within Customer Service
Strong interest and engagement in efficiency, automation, and AI-driven service models
Fluent in English, with strong analytical and problem-solving skills
Apply with your CV and motivation in English by June 7 2026. Our team reviews applications on a rolling basis, so seize the opportunity to join us by submitting your application today! Please note that the position may be filled before the set end date.