Quality & Customer Support Lead at SF Anytime

Job Description

Do you thrive in an environment filled with film discussions digital customer journeys and continuous service improvements Are you looking for a role where customer support quality and product development come together This is your chance we are now looking for a Quality & Customer Support Lead to join SF Anytime.

SF Anytime part of SF Studios is a leading video on demand service in the Nordics and Baltics offering a wide range of films and series from the latest Hollywood blockbusters to independent films and Nordic favorites. Across the Nordic and Baltic market we work with both the SF Anytime and Blockbuster brands with the ambition to create the best possible viewing experience across our platforms. With a long history in the market we work both directly to consumers and through partners.

Responsibilities

As Quality & Customer Support Lead you will be responsible for delivering a high-quality customer and support experience across SF Anytime and Blockbuster. The role combines hands-on operational work with a broader focus on support delivery customer insight and product quality. You will oversee our external 1st line support represent the voice of the customer and work closely with our product and platform teams to turn customer insights into better experiences stronger support delivery and improved product quality.

More specifically you will:

Manage customer support operations

• Ensure high quality support delivery together with our external 1st line support partner in line with agreed SLAs and KPIs.
• Handle 1st line support when needed escalated customer issues (2nd line) and case management.
• Identify troubleshoot and escalate bugs reported by users and manage internal incident reporting.
• Monitor fraud-related cases and maintain GDPR-related processes within customer support.
• Drive continuous improvements in support efficiency and scalability through AI automation and smarter ways of working.

Govern customer insights & voice of the customer

• Collect analyze and share customer insights with product and other internal stakeholders.
• Work with NPS CSAT or similar methods to measure customer satisfaction and identify improvement areas.
• Ensure that customer feedback is represented in product discussions and prioritization.
• Identify recurring pain points and turn them into actionable improvement initiatives.
• Perform product testing & quality assurance
• Manage and improve our testing by integrating automation AI agents and strategic testing to reduce reliance on manual methods.
• Test real customer journeys edge cases and high-risk scenarios across devices to catch problems early.
• Use and help shape our AI agents and tools as part of everyday testing and validation work.
• Collaborate with product and engineering to define quality standards acceptance criteria and identify improvements that simplify the user experience and reduce support demand.

Perform product testing & quality assurance

• Manage and improve our testing by integrating automation AI agents and strategic testing to reduce reliance on manual methods.
• Test real customer journeys edge cases and high-risk scenarios across devices to catch problems early.
• Use and help shape our AI agents and tools as part of everyday testing and validation work.
• Collaborate with product and engineering to define quality standards acceptance criteria and identify improvements that simplify the user experience and reduce support demand.
  

The role is based in our office in Stockholm and reports to the Head of CX Ulrika Alforsen.

Skills & Requirements

To succeed in this role we believe you have:

• A relevant post-secondary education in business service management customer experience communication digital product development or a related field.
• 35 years of experience working within customer support customer experience or a similar role in a digital product company.
• Experience working with KPIs and customer satisfaction metrics such as NPS CSAT or similar.
• Experience collaborating with or managing external customer support partners.
• Experience with case management systems (e.g. Kundo or similar) and comfortable learning new tools to improve efficiency.
• Experience identifying customer pain points and translating them into actionable improvements.
• Experience working cross-functionally with product and tech teams.
• Experience with testing digital products and working in a structured way to validate product quality before releases.
• Experience working with self-service help centers or support content (FAQs knowledge bases)
• Experience working across Nordic markets (Sweden Norway Finland Denmark)
• Fluent in English and Swedish both written and spoken.
• Experience with automation AI or scaling support operations is considered a strong advantage.

Who you are

To be successful in this role we believe you are a proactive and solution-oriented person with a strong sense of ownership. You are comfortable working both operationally and strategically and enjoy turning customer needs and insights into concrete improvements. You are structured and detail-oriented and have a clear ability to prioritize effectively in a fast-paced environment.

At SF Anytime teamwork matters. We are looking for a prestige less team player who enjoys contributing where needed and takes pride in getting things done. With us you will be part of a team of highly engaged colleagues across content marketing sales CX and tech as well as with the wider SF Studios organization. We are united by a shared passion for film and TV so if you combine a business mindset with a genuine interest in entertainment you will feel right at home.

Application

If this sounds like a dream job for you apply today! We look forward to your application. For questions turn to Ulrika Alforsen Head of CX at SF Anytime.

About the company

SF Studios founded in 1919 is one of the worlds oldest film companies and the leading film studio in the Nordic region. Its business includes production and distribution of feature films and TV series and the streaming platform SF Anytime. SF Studios has its head office in Stockholm Sweden and subsidiaries in Oslo Copenhagen and Helsinki and is part of the leading Nordic media company Bonnier AB.