Team Manager Customer Service - E-commerce

Description:

Would you like to lead and build the future of customer service at one of Sweden's fastest-growing e-commerce companies? We are now seeking a Customer Service Team Leader who wants to take a central role in our continued growth. You will have significant responsibility and are expected to influence our organization, work methods, and technology. We are not looking for someone who just wants to manage a team – we are looking for someone who wants to build one of Sweden's best customer service organizations within e-commerce. You will be responsible for our customer service team in Malmö and, together with our back-office team in Ukraine, create a customer service that combines high quality, efficient processes, and modern technology. We are making significant investments in AI and system development. Currently, we are developing AI-based solutions for case management, automation, CRM, and internal support, among other things. As Team Leader, you will be an important part of implementing and further developing the work methods of the future together with our development team. Unlike many other e-commerce companies, we develop our most important systems ourselves through our wholly-owned development company. This means you have the opportunity to influence how customer service tools of the future are actually designed. With us, you have a real opportunity to make an impact. About Hill Ceramic Hill Ceramic is one of Sweden's fastest-growing e-commerce companies in tiles, ceramics, bathrooms, and home décor. We operate in Sweden and Denmark and continue our expansion in the Nordic region. Over the past four years, we have grown from approximately 25 MSEK to over 100 MSEK in revenue, while continuing to invest in technology, people, and long-term development. We recently moved to a new, modern head office and warehouse in Malmö where customer service, B2B, marketing, and warehouse work closely together. Our wholly-owned development company in Ukraine consists of product owners, developers, procurement, and a back-end team that supports the business and works closely with the organization in Malmö. We believe in short decision-making paths, high pace, and giving our employees significant responsibility. About the Role As Team Leader, you are responsible for daily operations while leading the development of our customer service. Initially, the team will consist of a few employees in Malmö together with our back-office team in Ukraine. Over the coming years, the goal is to build up customer service in Malmö to approximately 3–6 people, while our international support team continues to grow. You will work closely with company leadership, the development team, and the B2B department to create efficient work methods and a world-class customer experience. This is a role for someone who embraces change, sees opportunities, and wants to be part of building something sustainable. Your Main Responsibilities Lead and develop the customer service team in Malmö. Manage daily operations and quality in customer service. Develop routines, processes, and work methods. Coach and develop employees. Work actively with KPIs, follow-up, and continuous improvement initiatives. Collaborate with our back-office team in Ukraine. Be a requirement setter and work closely with our internal development team on CRM, AI, and automation. Work closely with the B2B team and other departments. When needed, personally participate in customer cases. We Are Looking for You If You Have at least three years of experience in a leadership role within customer service. Have experience building or developing a customer service organization, which is highly desirable. Have several years of experience in operational customer service. Are self-driven and thrive with significant responsibility. Have documented experience developing processes and improving work methods. Are organized, analytical, and solution-oriented. Have a genuine interest in digitalization, AI, and new technology. Communicate fluently in Swedish and English, both spoken and written. Have very good system experience and quickly get up to speed with new digital tools. It Is Desirable If You Have Experience With E-commerce Freshdesk or similar case management systems CRM systems AI-based customer service tools Project management or change initiatives Construction, bathroom, or plumbing industry We Offer A key role in a rapidly growing company with high ambitions. Opportunity to build and develop modern customer service from the ground up. Close collaboration with leadership, development, and B2B. Opportunity to influence technology, processes, and organization. Modern facilities in Malmö. An engaged and unpretentious team. Wellness allowance. Occupational pension. Competitive salary based on experience. Application Does this sound like the next step in your career? Send your CV and a cover letter explaining why you are the right person for the role to: [email protected] Selection is ongoing, so do not delay your application.Would you like to lead and build the future of customer service at one of Sweden's fastest-growing e-commerce companies? We are now seeking a Customer Service Team Leader who wants to take a central role in our continued growth. You will have significant responsibility and are expected to influence our organization, work methods, and technology. We are not looking for someone who just wants to manage a team – we are looking for someone who wants to build one of Sweden's best customer service organizations within e-commerce. You will be responsible for our customer service team in Malmö and,…

Overview

Type

job

Status

active

Visibility

public

City

MALMÖ

Address

Galoppgatan 4

GPS

55.566146918651, 13.074211540527copyopen in

Email

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Views

2

Published

31. 7. 2026

Edited

5. 8. 2026

Location

Specifications