Nordics Speaking Customer Service Manager

Job Title: Customer Service Manager – Nordics Market

Location: Lisbon, Portugal
Work Type: Hybrid / Onsite
Employment Type: Full-time

About the Role:

We are looking for an experienced and people-focused Customer Service Manager to lead and support our Nordics customer service team in Lisbon. This role is perfect for someone who is fluent in one of the Nordic languages (Swedish, Norwegian, Danish, or Finnish) and has a strong background in customer service leadership.

You’ll oversee daily operations, coach and mentor your team, ensure KPIs are met, and champion a culture of excellence. This position offers a flexible hybrid working model, combining the benefits of office collaboration and remote flexibility.

Key Responsibilities:

• Manage, mentor, and develop a team of Nordic-speaking Customer Service Representatives

• Monitor team performance and ensure KPIs (e.g. response time, CSAT, FCR) are consistently met or exceeded

• Provide coaching and conduct regular 1:1s, team meetings, and performance reviews

• Handle escalated customer issues and support the team in delivering high-quality service

• Analyze service data and identify areas for improvement in processes or customer journeys

• Collaborate with cross-functional departments (HR, Training, Operations, Quality)

• Contribute to recruitment, onboarding, and training of new team members

• Ensure a smooth hybrid working environment and promote employee engagement and wellbeing

• Report to senior management with insights and recommendations for improvements

Requirements:

• Fluent in one Nordic language (Swedish, Norwegian, Danish, or Finnish)

• Strong English skills (B2+/C1 level)

• Minimum of 2–3 years of experience in customer service leadership or management

• Proven ability to manage team performance and drive customer satisfaction

• Excellent communication, organizational, and leadership skills

• Analytical mindset with the ability to interpret service metrics

• Comfortable with customer service tools (e.g., Zendesk, Salesforce, CRM platforms)

• A hands-on leader who thrives in a dynamic, multicultural environment

What We Offer:

• Competitive salary + performance-based bonuses

• Hybrid work model with flexibility to work from home and onsite at our Lisbon office

• Private health insurance and meal allowance

• Modern office facilities in central Lisbon, easily accessible by public transport

• Ongoing leadership development and internal growth opportunities

• Supportive, international team culture with regular events and team-building activities

• Relocation support package (if needed)

Working Hours:

• Full-time: 40 hours per week

• Monday to Friday schedule (occasional flexibility may be required)