Head of Customer Service

Do you have experience in leading others and have the ability to lift and inspire great achievements? Do you also believe that customers always deserve the best service? Then it could be you we are looking for!
About the role
As Head of Customer Service, you will work to coach and manage the team's daily operations. The team currently consists of 6 employees in Stockholm and 3 employees in New York. About 90% of the customer interaction is in English and through email and sometimes chat. Your daily tasks mainly consist of developing customer satisfaction goals, training new customer service agents, and performance reviews with the team. It is your responsibility to create a team spirit that contributes to high motivation, commitment, and job satisfaction. Every contact should provide an excellent customer experience and customers should feel that they always come first.
More examples of tasks
Lead and distribute the operational work within the team
Create manuals and introductions
Challenging processes, streamlining, and driving change is a natural part of this role
Coach and develop your team members to have the right presumptions for good performance
Follow-up of results and performances for set goals and KPIs:s, analyze the results and take actions of improvement
Ensure that we have a high minimum level in our channels
Through a coaching approach, create commitment and drive your team to reach short- and long-term goals
Create effective customer service procedures, policies, and standards

Who we are looking for
We are looking for you who have strong leadership skills and strive to be a role model for your colleagues. You find great value in leading and supporting staff in their daily work. You should have previous experience of managing staff in a similar role. A strong driving force, a non-prestige approach, and good cooperation skills are required to succeed in the role. You are analytical and have experience working with KPI:s and suggest ways of working based on the results. Moreover, you are a responsible, independent, and solution-oriented ray of sunshine with a genuine sense of service. We must deliver the best customer experience in every single customer interaction.
Qualifications
Has passed upper secondary education
At least 5 years working with customer service and at least 2 years experience working as a Team leader for a customer service team or similar roles within customer experience
Good computer skills, and used to working in several different programs
You have great communication skills and are fluent in English, both written and spoken


The start date for the position is as soon as possible, depending on the right candidate's availability. Selection and interviews take place continuously and the position can be filled before the application deadline.
For questions about the position, please contact our People & Culture Manager Sofie Eriksson at jobs@djerfavenue.com.
We do not accept applications via email.
We look forward to receiving your application!