HAYPP GROUP

We address one of the world’s biggest problems – how to end smoking. There are 1,1 billion smokers in the world. Around 8 million people die every year from smoking-related diseases. Our goal is to significantly reduce death rates, save lives and inspire people to choose smoke-free enjoyment. How? By offering people other nicotine products online.

Haypp Group is one of the Nordics’ leading e-commerce groups with eleven store brands, present in seven countries where we serve more than 1 million active consumers. Through brands such as Snusbolaget.se, Northerner.com, Nicokick.com etc., we sell nicotine pouches, Swedish style snus online as well as disposable vapes. With our headquarters located on Östgötagatan in Stockholm we are 300 team members mainly but not exclusively based in Sweden. Also, we are an innovative and fast-moving company that is growing rapidly, driving sustainable business and are changing the world in the process. We are currently on an exciting expansion journey, converting more and more smokers to smoke-free alternatives across all our markets globally.

THE ROLE

We’re now looking for a Customer Service Manager EU to lead and elevate our European Customer Service operations. In this role, you will manage a team of 10 dedicated service professionals while ensuring we deliver outstanding customer experiences across our EU markets.

You will be the operational heartbeat of the team, driving daily performance, coaching and developing your people, and ensuring smooth, high‑quality customer interactions at scale. At the same time, you will act as a key cross‑functional partner to stakeholders across the organisation, using insights and collaboration to continuously improve our customer journey.

This is a role for someone who thrives where structure meets fast‑paced problem‑solving, a natural leader who keeps both people and processes running at their best.

WHAT YOU WILL DO

Daily Operations:

• Lead and coordinate daily customer service operations to meet KPI, SLA, and quality goals

• Oversee scheduling, attendance, task allocation, and workflow planning

• Use market and customer insights to guide decisions and improvements

• Lead operational projects focused on scaling efficiency and enhancing the customer journey

Team Leadership & Performance:

• Lead, coach, and motivate a team of 10 customer service agents.

• Conduct monthly check‑ins, performance discussions, and development planning

• Drive continuous learning through coaching, training, and clear feedback loops

• Handle recruitment, onboarding, offboarding, and competence development

Quality & Process Management:

• Ensure high service quality through case reviews, KPI tracking, and structured follow‑ups

• Identify improvement opportunities and implement new processes where needed

• Use data to monitor performance trends and guide both operational and strategic decisions

Collaboration & Communication:

• Act as the key link between Customer Service and the E‑commerce teams for our European markets

• Ensure smooth, clear information flow between Customer Service and the wider organization

• Share insights and updates on customer trends, team progress, compliance, and improvements

• Ensure that CS communication reflects our standards as a publicly listed company and complies with relevant regulations

WHAT WE ARE LOOKING FOR

Qualifications:

• 2+ years of experience leading a team

• Experience from customer‑facing roles such as retail, events, sales, or customer service

• Strong communication skills and a passion for delivering exceptional service

• A structured and solution‑oriented mindset with the ability to drive both people and performance

• Excellent command of spoken and written English. Fluency in German and/or Swedish is considered a plus

WHO YOU ARE

You are a natural leader with a hands‑on mindset, someone who enjoys being close to both the team and the day‑to‑day operations. You’re quick on your feet, unafraid to make decisions, and find energy in helping others succeed. You thrive in a dynamic environment where no two days are the same, and you balance people‑focus with a strong operational backbone.

WHY JOIN US?

You’ll join a collaborative and fast‑growing environment where customer experience truly matters. Here, you’ll play a key role in shaping how we support customers across Europe and in building a strong, supportive, high‑performing team

WHAT WE OFFER

We are a value driven company with our values We team up, Innovation Drives Us, Inclusion and Non-Hierarchy and Going the Extra Mile at the heartbeat of everything that we do. With us you can always expect to get help from people who want to achieve things together and to be able to speak your mind in every social constellation you are part of. We highly value all ideas no matter where they come from, and we are not afraid to try new things out. We are also welcoming, inclusive and everyone at Haypp Group has a voice. In addition, we seize opportunities by putting in hands-on, hard work and celebrating when we reach our goals. With us, you should always feel safe, appreciated and valued but at the same time challenged and excited.

Because we recognize that our team members are our most important differentiator, we offer our team members generous benefits. We offer the following perks to everyone at Haypp Group:

• Premium ITP1 occupational pension savings plan

• Insurance plan, including private healthcare

• 30 days of paid vacation

• Parental pay lift

• Wellness allowance of 5,000 SEK per year

• Lots of social happenings

SEND US YOUR APPLICATION TODAY!

If this sounds like a place where you would want to contribute and grow, let us know you’re interested by submitting your application!

Haypp Group is committed to equality and diversity, and we welcome applications from all qualified individuals regardless of ethnicity, religion, age, gender, sexual orientation, disability, and marital status. We want to offer you great recruitment experience, and if there is anything we can do to make you more comfortable in the process with us, please let us know.

If you have any questions about the role or what it’s like to work at Haypp Group in general, feel free to reach out to our responsible recruiter Lea Sjösten at lea.sjosten@hayppgroup.com. We look forward to hearing from you!