Nordics Speaking Customer Service Manager
Nordics Speaking Customer Service Manager
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Job Description
Job Title: Customer Service Manager Nordics Market
Location: Lisbon Portugal
Work Type: Hybrid / Onsite
Employment Type: Fulltime
About the Role:
We are looking for an experienced and peoplefocused Customer Service Manager to lead and support our Nordics customer service team in Lisbon. This role is perfect for someone who is fluent in one of the Nordic languages (Swedish Norwegian Danish or Finnish) and has a strong background in customer service leadership.
Youll oversee daily operations coach and mentor your team ensure KPIs are met and champion a culture of excellence. This position offers a flexible hybrid working model combining the benefits of office collaboration and remote flexibility.
Key Responsibilities:
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Manage mentor and develop a team of Nordicspeaking Customer Service Representatives
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Monitor team performance and ensure KPIs (e.g. response time CSAT FCR) are consistently met or exceeded
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Provide coaching and conduct regular 1:1s team meetings and performance reviews
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Handle escalated customer issues and support the team in delivering highquality service
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Analyze service data and identify areas for improvement in processes or customer journeys
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Collaborate with crossfunctional departments (HR Training Operations Quality)
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Contribute to recruitment onboarding and training of new team members
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Ensure a smooth hybrid working environment and promote employee engagement and wellbeing
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Report to senior management with insights and recommendations for improvements
Requirements:
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Fluent in one Nordic language (Swedish Norwegian Danish or Finnish)
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Strong English skills (B2/C1 level)
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Minimum of 23 years of experience in customer service leadership or management
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Proven ability to manage team performance and drive customer satisfaction
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Excellent communication organizational and leadership skills
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Analytical mindset with the ability to interpret service metrics
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Comfortable with customer service tools (e.g. Zendesk Salesforce CRM platforms)
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A handson leader who thrives in a dynamic multicultural environment
What We Offer:
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Competitive salary performancebased bonuses
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Hybrid work model with flexibility to work from home and onsite at our Lisbon office
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Private health insurance and meal allowance
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Modern office facilities in central Lisbon easily accessible by public transport
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Ongoing leadership development and internal growth opportunities
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Supportive international team culture with regular events and teambuilding activities
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Relocation support package (if needed)
Working Hours:
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Fulltime: 40 hours per week
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Monday to Friday schedule (occasional flexibility may be required)
Employment Type
Full Time
