Manager, Customer Support Management – Nordics

Benefex

Manager Support Management leading a high-performing Nordic Support team at Benifex. Delivering exceptional B2B customer experiences with scalable, data-driven improvements.

Posted 6/13/2026full-timeStockholm • 🇸🇪 SwedenMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B customer serviceB2B SaaSHR TechKPI improvementdata analysisticket managementprocess improvementresource allocationcustomer satisfactionknowledge base management

Soft Skills

leadershipcoachingteam developmentstakeholder managementcollaborationcommunicationcustomer focusproblem-solvingaccountabilityengagement