Senior Customer Service Excellence Manager

Stockholm
Permanent
Heltid

12 dagar sedan

About the roleWe're looking for a passionate and strategic Senior Customer Service Excellence Manager to lead the evolution of our Customer Service domain. In this role, you'll shape how millions of customers experience support at Instabee, driving both global strategy and hands-on improvements. You'll define and deliver initiatives that enhance service performance, strengthen operational efficiency, and empower our local teams to deliver outstanding results.This role is uniquely positioned at the intersection of business and technology: you'll work with Product, Tech, and local Customer Service teams to decide whether problems are best solved through new processes, new tools, or both. Your work will directly impact our customer experience and the people who deliver it.Some of the things you will do

Lead global initiatives - Coordinate CS projects across markets, setting strategies, KPIs, and performance targets.

Drive operational excellence - Oversee ticket forecasting, scheduling, and workload distribution while reducing repeat issues.Champion improvements - Identify performance gaps, design improvement plans, and align stakeholders on execution.Develop tools & tech - Collaborate with tech on the rollout of CS technologies like chatbots, ticketing systems, and self-service solutions.Foster collaboration - Manage cross-market working groups, harmonize processes, and establish consistent feedback loops.Empower teams - Standardize training, onboarding, and performance processes to strengthen agent and team-level results.What we're looking for

7+ years of experience in customer service management, operations, or project management.

Proven track record in leading cross-market transformation projects with measurable impact.Data-driven and analytical, with strong skills in performance tracking tools (e.g. Tableau, Intercom).Familiarity with CS tools and technologies (ticketing, chatbots, forecasting, scheduling models).Strong communicator and collaborator, with the ability to influence technical and non-technical audiences.A natural project manager who thrives in a fast-paced, global environment.Comfortable challenging the status quo and bringing innovative solutions to the table.Fluent in English (Swedish is a plus).More about you

Passionate about customer experience and empowering teams.

Pragmatic and hands-on, balancing strategy with execution.Curious, adaptable, and resilient - able to navigate complexity with confidence.A relationship builder who thrives on collaboration and alignment.Structured and results-oriented, with a drive to continuously improve.If this is you then we can't wait to meet you!What you'll getWe can promise you a role where your work will have direct, visible impact on both our customers and our teams. You'll be part of an ambitious Consumer team, working closely with colleagues across Product, Tech, and Operations to shape a world-class customer experience.Of course, we have all the necessary and standard benefits in place, but in addition to this, we can also offer:🌇 Sky-High Office: Modern and newly renovated with a 360-degree view around Stockholm.🐶 Puppy Friendly: Bring your dog to work - we've got a whole floor for our furry friends!🏓 Fun & Games: Ping pong, Shuffleboard, Foosball, and even a Karaoke Room for your leisure time.👶 Parental Pay for Six Months: Step away from work and provide the best care and love to your little one.🎂 A Day Off on Your Birthday: We love to celebrate, so enjoy your birthday to the fullest with a day off each year!m for your leisure time.⏰ Flexible Hours: Hybrid setup with working hours that adapt to your lifestyle.Diversity and inclusion is very important to us and we are committed to creating an inclusive work environment. We want to be a workplace where everyone's perspectives and opinions are valued, and we are dedicated to creating opportunities for all employees to thrive and reach their full potential.Get to know usIn 2022, Instabee was founded after combining Budbee and Instabox - two leading last-mile delivery companies with three consumer-facing brands: Budbee, Instabox, and Porterbuddy. Instabee serves millions of consumers across Europe with convenient deliveries and is on track to become the leading European e-commerce enabler. Always with the consumer at heart.We're fast, both in terms of parcel delivery and when it comes to growing our business. So far our journey has taken us from Sweden to the rest of Scandinavia and parts of continental Europe, but we have no plans on stopping anytime soon. As we continue to expand, the complexity of Instabee grows in parallel. With that in mind, we're now looking for you to help us on the journey ahead.This recruitment process consists of background checks via Verifiera as a review of previous public criminal records. The result is public information that is handled confidentially. This is mandatory for all recruitment processes at Instabee in Sweden.

Instabee Group

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