Head Of Customer Service Nordics

Benifex

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex's mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organizations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that's where you come in.

Why Should You Apply?

Drive meaningful change in a growing SaaS company.

Take ownership of shaping and scaling our customer service strategy across multiple Nordic markets.

See the direct impact of your leadership on user satisfaction and operational excellence.

Sunday Times Best Place to Work 2025 and Best Large Tech Company to Work for 2025.

Work for a profitable, fast-growing market leader in the online reward and employee benefits space.

Great benefits:

ITP1 pension

Lifeplan - a leading financial advisory service that offers personalized advice for maximizing your pension savings

Collective agreement

Access to our comprehensive benefits portal.

Generous wellness allowance

30 vacation days / year

Referral bonuses

Enhanced parental pay

Volunteer Days – two paid days annually to give back to the community.

Role Overview

In this role, you'll lead and develop our Customer Service operations across the Nordic region, managing a core team of eleven employees in Stockholm, two employees in Copenhagen, and up to five temporary team members during peak seasons. Based in Stockholm, you will report directly to the VP of Delivery. You will ensure smooth delivery, scalable processes, and excellent service to our end-users, acting as the bridge between our strategic objectives and day-to-day operations. As a member of our Nordic Delivery Management Team, you'll play a critical part in aligning customer service operations with Benifex's long-term goals.

Since most of our Customer Service team is based full-time at our Stockholm office in Hötorget, we're looking for a leader who is excited to work on-site with them five days a week.

Responsibilities

• Build and scale a Customer Service Operations team by recruiting, onboarding, and developing top talent.
• Communicate strategic objectives clearly, ensuring your team understands how their work contributes to company goals.
• Own and continuously improve customer service methodologies, SLAs, and AI-based support tools to drive efficiency and satisfaction.
• Align processes across all Nordic locations for consistent service and coverage.
• Report on performance metrics (SLAs, cNPS) to the Nordic Leadership Team and across the organization.
• Act as the primary point of escalation for customer service issues.
• Coach and support team members, fostering a culture of ownership, collaboration, accountability, and proactive problem-solving.
• Lead OKR-setting for the function and ensure regular follow-up and performance management.
• Collaborate closely with cross-functional leaders to ensure seamless delivery and continuous improvement.
• Oversee salary reviews, performance management, and structured follow-ups to evaluate and evolve services.

What Are We Looking For?

• Experience: At least 5–7 years in a senior customer service leadership role (e.g., Customer Support Manager or Head of Customer Support) within a software or SaaS environment.
• Proven success managing support teams, including recruitment, coaching, and driving performance.
• Hands-on experience with ticketing and telephony systems, plus a strong background in goal-setting methodologies (e.g., OKRs).
• Skilled at leading teams through organizational change, mergers, or process transformation.
• Strategic thinker with the ability to innovate and align operational goals with business strategy.
• Strong collaborator, capable of building relationships across functions and levels.
• Fluent in Swedish and English, with excellent communication skills.

Bonus points for:

• Experience with Salesforce Service Cloud, Genesys, Boost.ai.
• Managing distributed teams.

Even if you don't meet all of the requirements for this role, we encourage you to apply! We are looking for talented and passionate individuals who are eager to learn and grow. We also offer a variety of other roles, so please check out our careers page to see if there is something else that might be a good fit for you.

Our interview process

Benifex understands the need to have a fast and efficient process, the below will all be completed in the shortest time possible.

Initial interview with the Talent team.

Online tests in numeracy and logical reasoning.

Interview + case presentation with the hiring manager.

Final interview with the Director.

No cover letter needed – just answer a few questions. We want to make the application process as simple and fair as possible. That's why we don't ask for a cover letter for this role. Instead, you'll find a few short questions in the application form. Your answers will help us understand your experience and skills in a more direct and relevant way.