B2B Customer Experience Team Manager | Fluent in Danish, Swedish, Norwegian, or Finnish

Reference No: 2792

Office Type: Flexible

Elevate Your Career with Zalaris

Zalaris is a rapidly expanding global leader in Tech HR and payroll solutions.

We're big enough for you to grow and be a part of an international environment but small enough for you to be visible and truly make a difference.

We foster open communication and short decision-making paths that encourage creative and innovative thinking.

Zalaris' culture is rooted in values inspired by Nordic working ethos: everyone matters, aiming high and team spirit. We're committed to building a diverse, inclusive, and authentic workplace where everyone brings their own uniqueness. Zalaris' employees come from different backgrounds, cultures, and walks of life, and we are proud of it.

Role Summary

As a Team Manager, you will build and lead a newly established team within the Customer Experience (CX) department, shaping processes and driving automation to enhance customer satisfaction. You will be responsible for B2B service excellence, process optimization, and team performance, ensuring smooth and efficient operations.

To succeed in this role, you should bring a strong mix of leadership, operational expertise, and a tech-driven, customer-centric mindset. This is an exciting opportunity for a dynamic, results-oriented leader to shape a new team and drive customer excellence.

Key Responsibilities

Service Excellence and Operational Management

• Ensure accurate and timely service delivery, meeting SLAs and customer expectations
• Actively participate in CX service delivery (up to 40-50% of time initially) to optimize team utilization and maintain service excellence. As the team expands, shift focus proportionally towards full-time leadership and management
• Monitor KPIs, analyze performance, and take immediate action to resolve service deviations
• Drive process improvements, automation, and cost-efficiency initiatives, including near/offshoring transitions
• Oversee system changes and production readiness, ensuring smooth implementation
• Promote a continuous improvement mindset, embedding Lean principles and best practices

People Leadership and Team Development

• Build and develop a high-performing team in a fast-evolving environment
• Ensure effective workforce planning, securing the right talent and skill sets
• Set SMART goals, provide coaching, and foster a culture of engagement and accountability
• Create a motivating and inclusive team atmosphere, reinforcing company values
• Act as a trusted leader, ensuring open communication and proactive issue resolution

Key Skills and Experience

• Team leadership and development with the ability to build, lead, and engage a high-performing team in a fast-evolving environment
• Customer experience and service delivery with a strong focus on customer satisfaction, SLA compliance, and KPI-driven improvements
• Process optimization and automation through hands-on experience in streamlining workflows, driving automation, and improving efficiency
• Data-driven decision making with proficiency in analyzing performance metrics and implementing targeted improvements
• Problem-solving and proactive mindset to identify challenges early and implement effective solutions
• Stakeholder collaboration with strong communication and coordination skills to align with internal teams and external partners
• Fluent in English and one Scandinavian language (Danish, Swedish, Norwegian, or Finnish)

What We Offer

• Monthly salary ranging from €2,000 to €2,300 gross, based on seniority, experience, and skills
• Flexible work arrangements: hybrid model balancing remote and in-office work
• Premium health insurance with platinum-level coverage, including sports, dentistry, mental health support, massages, and more
• Daily meal perks: lunch compensation, office snacks, soft drinks, and everything you need to craft a barista-style cappuccino or latte
• Modern city-center office: rooftop terrace, free parking, and a dog-friendly policy - bring your pet to work!
• People-first culture built on open communication, teamwork, and collaboration
• Continuous learning opportunities: training, career coaching, and professional development opportunities
• Career growth: a clear progression path, global career opportunities within the group, and an annual, transparent salary review
• Team spirit & events: annual winter and summer celebrations, regular team-building activities, and a company sports club for marathons, charity runs, cycling races, and more
• Supportive & inclusive workplace: a diverse international team, values rooted in Scandinavian culture, and strong engagement and employee experience scores
• Additional perks: paid participation in sports events and a range of benefits designed to support your well-being, flexibility, and work-life balance

Ready to become part of our team? Join us at Zalaris and be a part of a vibrant, collaborative community of Tech HR and payroll experts dedicated to grow and innovate. #team Zalaris