Head of Customer Support & Operations

<p>Are you a <strong>passionate leader</strong> who values collaboration over prestige and knows that true leadership means being an integral part of the team? Then keep reading. <strong>Epassi</strong> is growing and we are looking for a <strong>Head of Customer Service &amp; Bike Operations</strong> in Stockholm, Sweden (Hybrid).<br/></p> <p><strong>Epassi’s purpose is to boost everyday well-being</strong>. We are the market leader in mobile payments for employee benefits in Northern Europe – our solution combines all the benefits into one mobile app. Epassi’s team is made of highly skilled people from top notch business developers, designers and software engineers to passionate sales, marketing and customer support professionals. Epassi is awarded by the Financial Times as one of the fastest growing companies in Europe.<br/></p> <p><strong>Overview</strong></p> <p>The <strong>Head of Customer Support &amp; Bike Operations</strong> will lead both our Customer Service department and Bike Operations in Sweden, ensuring seamless and effective service delivery across all touchpoints. This is a strategic and hands-on leadership role, responsible for building a high-performing, customer-centric organization that consistently exceeds expectations.</p> <p>As a key member of the Epassi Sweden leadership team, you will help define and steer the future and direction of Customer Service and Bike Operations department - ensuring team performance through servant leadership to drive excellence, efficiency, and innovation naturally. Your role will be vital in ensuring that our support and bike teams feel valued and motivated - key drivers to foster efficiency that sticks and success that lasts.</p> <p> You bring a genuine passion for health and holistic well-being, and your motivation is aligned with Epassi’s mission to inspire better lives through meaningful everyday benefits.</p> <p></p> <p></p> <p>As a <strong>Head of Customer Support &amp; Bike Operations, </strong>your responsibilities will be: </p> <ul><p><strong>Leadership &amp; Management</strong></p><ul><li>Lead and develop two core teams - Customer Support Specialists and Bike Operations Specialists – fostering a culture of <strong>ownership, collaboration, customer focus, and continuous growth.</strong></li><li>Own the structure and performance of both departments, including role clarity, goal setting, process design, and KPI tracking.</li></ul> <p><strong>Customer Experience</strong></p> <ul><li>Champion a customer-first culture, delivering outstanding service across all channels (chat, e-mail, phone. Gather and act on customer expectations to <strong>strengthen satisfaction, loyalty, and trust.</strong></li></ul> <p><strong>Operational Efficiency</strong></p> <ul><li>Oversee and continuously improve the efficiency and quality of our Bike Operations, ensuring scalable and reliable service.</li><li>Streamline workflows, introduce modern tools, and implement efficient support systems to enhance operational performance.</li></ul> <p><strong>Data-Driven Decisions</strong></p> <ul><li>Leverage customer insights, feedback, and performance metrics to <strong>make informed decisions and guide team focus.</strong></li><li>Conduct thorough analysis of existing structures, identifying and implementing organizational changes where needed.</li></ul> <p><strong>Team Development</strong></p> <ul><li>Mentor and coach team members, identifying training needs and building capabilities to foster both personal growth and enhanced customer outcomes.</li><li>Ensure that all team members are up to date on product knowledge, processes, and tools.</li></ul> <p><strong>Stakeholder Collaboration</strong></p> <ul><li>Collaborate closely with internal stakeholders (product, tech, sales, marketing) to ensure alignment with business objectives.</li><li>Communicate clearly on team progress, challenges, and strategic priorities to leadership and across functions.</li></ul> </ul> <p><strong></strong></p> <p><strong>You’ll be successful in this role when you…</strong></p> <ul><li><span></span>Quickly build trust with team members, customers, and colleagues across the business. </li><li><span></span>Gain a deep understanding of current processes and improve them without losing sight of the people behind them. </li><li><span></span>Keep both customer needs and business goals in clear focus at all times. </li><li><span></span>Lead change initiatives with confidence – from analyzing the status quo to rolling out new systems, roles, KPIs, and ways of working. </li><li>Embrace technology to enable smarter, more efficient support operations. </li></ul> <p><strong>You’re a great fit, if you…</strong></p><ul><li><span></span>Have proven leadership experience in customer support and/or operations, ideally in a tech-driven or scale-up environment. </li><li><span></span>Have a track record of successfully building and restructuring teams, processes, and functions. </li><li><span></span>Are an effective,