Manager Customer Support Management Nordics

Lead and develop a high-performing Nordic Support team at Benifex, delivering stellar B2B customer experiences with scalable, data-driven improvements.
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Who are Benifex? ????
We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. ??

Why should you apply? ??

• Lead and shape a high-impact support function for all our B2B customers across the Nordics, directly influencing customer satisfaction and operational excellence.
• Join a collaborative, customer-centric environment where your leadership will drive both team development and business outcomes.
• Work in a data-driven, modern SaaS environment with strong focus on AI, scalability and continuous improvement.
• Play a key role in cross-functional initiatives, partnering with Delivery, Customer Operations and other teams to create seamless experiences.
• Grow as a leader by coaching and developing a team of Support Managers while driving meaningful change and innovation.
• Work for a profitable, fast-growing market leader in the online reward and employee benefits space.

Great benefits:
?? A hybrid working model.

?? ITP1 pension.

?? Lifeplan - a leading financial advisory service that offers personalized advice for maximizing your pension savings.

?? Collective agreement.

?? Access to our comprehensive benefits portal.

?? Generous wellness allowance.

?? 30 vacation days / year.

?? Referral bonuses.

?? Enhanced parental pay.

?? Volunteer Days – two paid days annually to give back to the community.

Role Overview ??
As Manager Support Management Nordics, you will lead the Support team working with our B2B customers, to deliver exceptional customer satisfaction, operational excellence, and scalable support processes. You will be responsible for team performance, day-to-day operations, and continuous improvements, ensuring alignment with company objectives and customer journey standards. This role combines strong people leadership with a data-driven and process-oriented mindset, enabling high-quality delivery at scale. You will also collaborate closely with cross-functional teams to ensure a seamless, end-to-end customer experience across the Nordics.

Responsibilities ??

• Lead, coach, and develop a high-performing team of Support Managers, fostering engagement and accountability.
• Own day-to-day operations of the Support team, ensuring quality, consistency, and efficiency in execution.
• Monitor and improve key performance metrics, including customer satisfaction (CSAT) and ticket management.
• Drive continuous improvement of processes, tools, and ways of working to enhance scalability and efficiency.
• Set clear priorities and manage resource allocation across the team.
• Act as an escalation point, supporting complex customer cases and resolving critical issues.
• Build and maintain a strong team culture focused on collaboration, customer-centricity, and performance.
• Use data insights and AI tools to identify trends, drive improvements, and provide structured feedback.
• Own and maintain internal and external knowledge bases to support self-service and high-quality support delivery.
• Collaborate closely with Delivery, Customer Service Operations, and other teams to ensure seamless customer journeys.
• Contribute to broader company initiatives and drive alignment across the Nordic organisation.

What are we looking for? ??

• Proven experience leading B2B customer service/support or other B2B customer-facing teams.
• Experience working in a B2B SaaS, HR Tech, or similar environment.
• Strong leadership skills with a proven ability to coach and develop high-performing teams.
• Track record of driving operational improvements and scalable ways of working.
• Strong stakeholder management skills and ability to collaborate cross-functionally.
• Data-driven mindset with experience influencing and improving KPIs.
• Excellent communication skills and ability to influence across team.
• Strong customer focus with a clear emphasis on outcomes and value.
• Fluent in Swedish and English.

We do not require a cover letter for this role. Instead, you will be asked to answer a set of questions related to the key experience and competencies we are looking for.

We use this approach to ensure a fair and consistent evaluation process, reduce unconscious bias, and focus on the skills and experience that are most relevant to the role. It also helps us compare applications more objectively and gives every candidate an equal opportunity to demonstrate their fit.

We look forward to reading your application!

Department
Nordics Customer Success

Locations

Stockholm

Remote status
Hybrid