German-speaking Customer Service Lead

Job Description

We are looking for a Customer Service Team Lead for our client in Gothenburg Sweden!

This is an opportunity to take full operational ownership of a growing customer service team in the German market. The role is highly hands-on combining daily customer contact with team leadership operational structure and continuous improvement.

About the company

Our client is a fast-growing logistics technology company that helps ambitious small businesses manage shipping more efficiently through a digital platform for pricing comparison booking and tracking.

What will you do

• Be hands-on in the daily schedule spending at least 60% of your time on chats calls emails and escalations.
• Own customer service operations across customer service claims and invoice-related errands.
• Take ownership of escalation cases and act as the final line of support for the team when cases become complex.
• Lead coach and develop the team with direct reporting responsibility.
• Conduct 1:1s and performance reviews.
• Own scheduling capacity planning response targets and quality standards.
• Manage day-to-day carrier escalations.
• Work closely with the German Operations Lead on strategic direction and goals.
• Maintain a strong connection between customer service and sales to support the full customer journey.
• Bring customer insights patterns and feedback to product and cross-functional teams.
• Drive continuous improvements in processes across customer service claims and invoicing.

Requirements

• Fluency in German and English is required.
• Proven experience leading a customer service or operations team.
• A strong motivation to create excellent customer experiences.
• A highly operational mindset and willingness to be actively involved in daily work.
• Strong coaching skills and experience navigating team dynamics.
• Experience with claims handling and invoice or finance-related processes.
• A structured process-oriented approach with a continuous improvement mindset.
• High empathy self-awareness and natural leadership ability.

Nice to have:

• Experience managing carrier or external partner relationships.
• Experience from a commercial or sales-adjacent environment.
• Swedish language skills.
• Experience from logistics or SaaS/Tech.
• Previous experience in a product startup environment.

What youre offered

• A collaborative encouraging and team-focused work environment.
• Occupational pension wellness allowance and health insurance.
• 30 vacation days.
• Thorough onboarding and real opportunities to grow.
• A central Gothenburg office with facilities including a golf simulator ping pong and sauna.
• Relocation support for candidates moving to Gothenburg.
• Flight ticket to Gothenburg for the candidate and where applicable partner and children.
• Transfer from the airport to the first accommodation.
• Relocation support of 15000 SEK net.
• Help finding temporary housing for the first months with financial support that can be used towards rent.
• Practical settlement assistance including support with Swedish personal identity number ID card bank account setup insurance Swedish Tax Agency registration and general orientation.

This role is ideal for someone who wants to lead from the front while shaping a customer service function in a growing market. It offers the chance to combine operational ownership people leadership and customer impact in an international environment.

Worldwiders Global Recruitment

Worldwiders is a global B2B recruitment company specializing in executive search and specialist recruitment connecting top talent with prestigious opportunities worldwide. With over 5000 successful placements and 400 partners across 40 countries we provide tailor-made recruitment solutions that drive both career growth and organizational success.