Department Lead - Customer Care

Are you passionate about leadership and looking for an opportunity to lead and coach a team towards fantastic results?
We are sure that there are many other companies who would say that customer care is important. But here at Nordic Nest, we believe it is more than that. We don't just want our customers to be happy, we want to deliver a customer experience far beyond the buy itself. Our first and most important corner stone is to create the worlds best customer experience - and we will do this by actually care for our customers, with our hearts.
Our Customer Care consists of six departments within Customer Service, Claims and Returns. We are now looking for a leader for our Dach Customer Service department who can lead the team towards new goals.
About the role;
As Department Lead for our Dach Customer Service team, your most important mission is to lead the team to create a customer experience in world class, by being responsible for the daily operation in your department. You are leading a team with about 10 colleagues who are working with helping our customers through telephone, email and chat.
Your main responsibilites;
Make sure the team reaches goals short term and long term
Personnel responsibility for your team
Ensure customer satisfaction in every element in your department
Schedule shifts and attest worked hours
Follow-ups and personnel development
Lead, engage and motivate your team
Contribute to development of the department by testing new ideas
Ensure efficient work methods and automation of our processes
Contribute to development by give constructive feedback
Work with KPI

We value a leadership close to the team, where you coach, support and develope your team members to become the best version of themselves. We expect you to work to constantly develop yourself and your department in the daily operation, in the way that best contributes to Customer Care and Nordic Nest as a whole.


About you;
We will put great value onto your personal characteristics, by seeing you are a natural and inspiring leader with a lot of energy and drive. By engagement and responsibility, you have in your former roles achieved great results. We want to see that you have earlier experience in leading others, as well as you have a genuine interest in e-commerce.
Your heart lays in creating a world class customer experience, which assumes you have a solution-oriented mindset and great communication skills. Du are structured in your work and have a good ability to organize and prioritize your daily work.
You are fluent in both writing and speech in English, we prefer to see that you also have skills in Swedish and/or German - however, the most important thing is that you are passionate about leadership and want to contribute by coaching your team members to make them grow and develop in their roles.


Since we are working in a organization with high pace, it is important that you enjoy an environment were we make fast decisions and make the changes we need to keep up with our goals.
To succeed in the role you need to love working in a high pace together with a team, always seeing the possibilities to every problem and most importantly - you understand that the team is the key to our success.
Welcome home!
The role is for full time, placed at our headquarter in Kalmar.
We believe that talent and personal characteristics says more about you than your former experience. We therefore send personality and logical ability tests to all our candidates in an early stage of the recruitment process.
For questions about the role, please contact Head of Customer Care, Sofia Heinebäck, at email sofia.heineback@nordicnest.com
We are looking forward to your application!