Are you passionate about elevating customer experiences and fostering a culture of high performance and well-being?

We are looking for a dedicated Head of Care to lead our internal customer service department. You will be responsible for driving a team that prioritizes excellence in every interaction, ensuring that our customers feel heard, helped, and valued.

As a natural "people person," you thrive on developing others while maintaining a sharp focus on operational efficiency. Experience from a call center or professional customer service environment is essential, as is a strong technical mindset and the ability to navigate and optimize the systems that power our service delivery.

About the role

You will be responsible for leading, inspiring, and scaling our Care department to new heights. Your mission is to create a transparent work environment where results are visible, and employee thriving is a top priority.

By balancing human empathy with data-driven insights, you will ensure we meet our ambitious goals for First Time Resolution (FTR) and maintain high standards across all communication channels. You will not only manage the daily operation but also act as a strategic catalyst, using customer insights to drive improvements across the entire organization.

Key responsibilities

Lead and develop the Care team, fostering a culture of high engagement, transparency, and continuous improvement.
Act as the Voice of the Customer, transforming frontline insights into actionable recommendations for the broader organization to eliminate pain points.
Drive digital transformation by exploring and implementing smart automation and self-service tools to enhance the customer journey.
Drive operational excellence by monitoring and optimizing Average Handle Time (AHT) and ensuring high quality across all channels.
Manage and meet SLAs, ensuring the department delivers on the business’s promises to our customers.
Optimize service systems and tools, leveraging your technical expertise to ensure the team has the best foundation for success.
Analyze performance data to identify trends, gaps, and opportunities for elevating the overall customer experience.
What we’re looking for

Proven leadership experience from a call center or a large-scale customer service environment.
A true "people person" who knows how to motivate a team and create a positive, inclusive work culture.
Strong systemic mindset with the ability to quickly master and optimize internal software, CRM tools, and automation.
Data-driven approach to performance management, with experience in tracking SLAs, AHT, and customer satisfaction metrics.
Excellent communication skills, with the ability to balance diplomatic stakeholder management and clear, direct leadership.
Fluent in English; Scandinavian language skills are a significant advantage.