Customer Support Team Manager

Are you interested in joining of Europe's fastest growing companies? Do you want to impact the wellbeing of millions of users?
If yes, join us to make an impact in a fast-paced and dynamic environment where you’ll play a key role in driving financial accountability, supporting strategic decisions, and enabling sustainable growth.

Epassi’s purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets.
Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.

We are currently hiring a Team-lead for our Customer Support Team to be based in Stockholm.

Your mission at Epassi

As part of our Commercial team in Sweden, you will lead and develop the Customer Support and Bike Operations team, fostering a data-driven culture of ownership, collaboration, customer focus, and continuous growth to ensure our consumers receive the best possible services.

Your responsibilities will be:

• Own day-to-day operational execution
• Workforce management
• Performance management
• Quality management
• Recruitment and onboarding of new team members
• KPI tracking and reporting
• ·Stakeholder collaboration and escalations
• Tools and systems ownership

You’ll be successful in this role if you:

• build stable, high-quality day-to-day delivery across channels (chat, e-mail, phone) with well-managed queues and predictable operations.
• lead your team towards consistently meeting or exceeding upon agreed KPIs (e.g., SLA/response times, resolution times, backlog levels, CSAT, quality score, productivity).
• master effective staffing and capacity planning that ensures reliable coverage and handles seasonal peaks (our team typically consists of ~10 members and scales up to ~20 during winter peak).
• build a strong coaching culture with regular 1:1s, clear expectations, and visible performance and capability development across the team.
• continuously improve our internal and external knowledge base
• establish a structured QA program with calibration and feedback loops that improve customer experience and reduce recurring issues.
• offer a smooth onboarding and ramp-up for new hires, with reduced time-to-proficiency and high retention.
• build strong cross-functional collaboration with relevant stakeholders to solve customer-impacting issues and improve processes.

What you’ll be doing (daily):

- Lead daily operations: ensure healthy queues, correct prioritization, and consistent case handling - across channels.

- Plan and maintain schedules/rosters; ensure coverage during absences and seasonal peaks; manage workload balance.

- Run recurring operational routines (daily/weekly) to create clarity, stability, and accountability.

- Conduct regular 1:1s and coaching sessions; provide clear, actionable feedback and follow up on agreed actions.

- Drive performance follow-up at both team and individual level (targets, behaviors, development).

- Execute QA activities: review tickets/interactions, score quality, perform calibrations, and deliver feedback/training.

- Monitor KPIs and produce insights; identify root causes and lead improvement initiatives that “stick”.

- Support agents in complex cases and act as an escalation point when needed.

- Own onboarding plans for new hires (training plan, buddy setup, checkpoints, readiness assessment).

- Contribute to recruitment: role requirement input, screening, interviews, selection recommendations.

- Maintain and improve processes, documentation, and knowledge to support scalability and consistency.

- Use our CRM tool to optimize operations (views, SLAs, macros, triggers/automations) and follow up on performance and quality

What you should bring:

at least 2+ years of leadership experience in customer support and/or operations, ideally in a tech-driven or scale-up environment.

Your language profile:

Swedish: Fluent, written and spoken and English with a high level of proficiency, written and spoken.

Your track record:

• You have build and run structured operations (planning, prioritization, routines) while maintaining a high pace and quality.
• You have show cases of working on analytical and data-informed proc