Customer Support Manager
nShift AB / Chefsjobb / Göteborg
2025-10-23
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nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.
Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!
If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.
About you
You bring a strong track record of leading high-performing support teams across multiple locations in fast-evolving organizations, ideally within a SaaS or technology-driven environment.
You're passionate about operational excellence, coaching talent, and building scalable, process-oriented support frameworks.
You are as comfortable managing day-to-day operations as you are driving long-term strategic initiatives.
Purpose of role
We're looking for a dynamic and experienced Customer Support Manager to join our Support team. In this hybrid role (up to 3 days/week in our Gothenburg office), you'll be responsible for ensuring high service levels while developing and executing the future support strategy for a growing and evolving team.
You will report directly to the Global Customer Support leadership and play a key role in operational performance, continuous improvement, and transformation.
This role is ideal for a results-oriented leader who thrives in fast-paced environments, builds strong cross-functional partnerships, and brings structure, consistency, and clarity during times of growth and change.
Overall responsibility
Lead and develop a Customer Support team, ensuring timely, high-quality customer service delivery
Set the operational direction and establish daily priorities, in line with the global Customer Support strategy
Own and optimize support processes, ensuring efficiency, scalability, and alignment across teams
Contribute to the expansion and structure of the team to handle increasing ticket volumes and evolving customer needs
Drive accountability and performance through clear KPIs, including CSAT, SLA adherence, and backlog reduction
Identify and lead continuous improvement and transformation initiatives to elevate support delivery
Conduct regular performance reviews and coaching conversations to grow and retain talent
Support the rollout and adoption of tooling, automation, and AI-driven improvements within the team
Partner with Product, Engineering, Sales, and Account Management to ensure a seamless, customer-centric experience
Participate in the quality assurance process, using audit insights to drive performance and service enhancements
Actively manage escalations and ensure fast, effective resolution of high-impact customer issues
Travel occasionally (minimal but required) to maintain team cohesion and stakeholder alignment
What You'll Bring
Bachelor's degree and 5+ years in a Customer or Technical Support environment
3+ years of experience in a leadership role managing distributed teams
Prior experience in a SaaS or software company is highly advantageous
Strong knowledge of support process design and management, with a structured approach to scaling support operations
Proven success in building and developing teams through change and rapid growth
Fluency in English and Swedish is mandatory (written and spoken)
Excellent communication and stakeholder management skills
Hands-on experience with support platforms and reporting tools (e.g., ticketing, telephony, dashboards)
A proactive, data-informed mindset with a strong sense of ownership and urgency
Please ensure you upload your CV in English.
At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone which we believe is essential for our continued success. We're an equal-opportunity employer which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.
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Ersättning Lön enligt överenskommelse
Så ansöker du Sista dag att ansöka är 2026-04-11
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Arbetsgivare nShift AB (org.nr 556546-3717)
Arbetsplats nShift
Jobbnummer 9570392