Interim Global Head of Customer Service

This is a high-impact interim assignment for a senior leader who thrives on building efficient, scalable customer service operations. Based in Stockholm, this role offers the opportunity to shape a global Customer Service function with a strong focus on delivering world class customer service at scale.

As Global Head of Customer Service, you will lead and scale the global Customer Service function, ensuring consistent, high-quality support across all customer touchpoints. The role combines strategic ownership with hands-on operational leadership and full accountability for performance, delivery, and service model development.

Responsibilities

Service Strategy & Operating Model

• Define and own the global Customer Service strategy, roadmap, and operating model
• Develop and evolve service offerings, including channels, SLAs, and support scope
• Lead implementation of scalable solutions with a strong focus on automation, AI, and self-service
• Own and manage the Customer Service budget
• Define and govern global KPIs and performance targets

Customer Service Operations

• Own end-to-end Customer Service operations across all markets
• Ensure effective workforce planning, scheduling, and case management
• Monitor and optimise performance across all channels (email, chat, phone, marketplaces)
• Act as the final escalation point for complex or high-impact customer cases
• Ensure compliance with policies, data privacy requirements, and financial controls

Performance, Improvement & Leadership

• Monitor and optimise operational and quality KPIs (e.g. CSAT, FRT, AHT, resolution rate)
• Analyse customer contact drivers to identify inefficiencies and improvement opportunities
• Drive continuous improvement initiatives to increase efficiency and service quality
• Build and maintain a high-performing, service-oriented team culture
• Set clear expectations, goals, and performance follow-up routines

Stakeholder Collaboration

• Act as the primary interface between Customer Service and internal stakeholders
• Provide structured insights on customer issues, trends, and operational challenges
• Maintain a consolidated view of customer-facing issues and escalations
• Ensure effective cross-functional follow-up with logistics, product, digital, and other teams
• 7+ years of leadership experience within the Customer Service industry
• Proven ability to lead and operate high-volume, multi-channel support environments
• Strong understanding of Customer Service KPIs, workforce planning, and service operations
• Solid financial acumen and understanding of cost drivers within Customer Service
• Strong interest and engagement in efficiency, automation, and AI-driven service models
• Fluent in English, with strong analytical and problem-solving skills

Apply with your CV and motivation in English by June 7 2026. Our team reviews applications on a rolling basis, so seize the opportunity to join us by submitting your application today! Please note that the position may be filled before the set end date.