About the role 

Do you have a passion for delivering outstanding customer service – and the drive to improve how it’s done? We’re looking for a Senior Customer Service Excellence Manager to help shape how millions of customers experience support at Instabee. In this role, you’ll use your own background in customer service to lead global improvement projects, ensuring our service is not only efficient but truly best-in-class.

This is not a people management role, but rather a chance to act as a project leader and change driver. You’ll partner with Product, Tech, and our local Customer Service teams to roll out new processes, tools, and training initiatives that empower our agents and improve the customer journey. Your work will directly impact both our customers and the teams delivering support every day.

Some of the things you will do

You’ll take on key projects that span across our markets – from designing new processes and improving KPIs, to supporting the rollout of modern CS tools and self-service solutions. Drawing on your own experience from customer service, you’ll identify pain points, propose improvements, and ensure that ideas are turned into practical, measurable results.

• Coordinate and lead customer service projects across markets, aligned with company growth and customer experience goals.
  

• Drive operational excellence by analysing ticket flows, forecasting, and helping reduce repeat issues.
  

• Work closely with Tech and Product to develop and implement tools like chatbots, ticketing systems, and self-service solutions.
  

• Standardize onboarding, training, and performance evaluation processes across regions.
  

• Act as a bridge between teams, making sure insights from customers and agents are shared and acted upon.
  

What we're looking for 

We believe you bring solid experience from customer service  and a genuine passion for improving the customer experience. You know how support works in practice, but you’re equally excited about stepping back, analysing data, and driving larger initiatives that make a real impact.

• Several years of experience in customer service (a must), combined with a few years in project management and/or operations.
  

• Proven ability to translate customer service insights into improvement initiatives and process changes.
  

• Strong project management skills with the ability to take initiatives from idea to execution.
  

• Data-driven and analytical, comfortable working with KPIs and performance tools (e.g. Tableau, Intercom).
  

• Familiarity with CS technologies (ticketing, chatbots, forecasting tools).
  

• Excellent communication and collaboration skills – able to engage both technical and non-technical stakeholders.
  

• Fluent in English and Swedish

More about you

You are hands-on and pragmatic, able to combine your customer service expertise with strategic thinking. You’re passionate about the customer journey and motivated by helping teams deliver their very best work. Curious, adaptable, and resilient, you navigate complexity with ease and see challenges as opportunities to improve.

If this is you then we can’t wait to meet you!

What you’ll get 

We can promise you a role where your work will have direct, visible impact on both our customers and our teams. You’ll be part of an ambitious Consumer team, working closely with colleagues across Product, Tech, and Operations to shape a world-class customer experience.

Of course, we have all the necessary and standard benefits in place, but in addition to this, we can also offer: 

• 🌇 Sky-High Office: Modern and newly renovated with a 360-degree view around Stockholm.

• 🐶 Puppy Friendly: Bring your dog to work - we've got a whole floor for our furry friends!

• 🏓 Fun & Games: Ping pong, Shuffleboard, Foosball, and even a Karaoke Room for your leisure time.

• 👶 Parental Pay for Six Months: Step away from work and provide the best care and love to your little one.

• 🎂 A Day Off on Your Birthday: We love to celebrate, so enjoy your birthday to the fullest with a day off each year!m for your leisure time.

• ⏰ Flexible Hours: Hybrid setup with working hours that adapt to your lifestyle.

Diversity and inclusion is very important to us and we are committed to creating an inclusive work environment. We want to be a workplace where everyone’s perspectives and opinions are valued, and we are dedicated to creating opportunities for all employees to thrive and reach their full potential. 

Get to know us

In 2022, Instabee was founded after combining Budbee and Instabox - two leading last-mile delivery companies with three consumer-facing brands: Budbee, Instabox, and Porterbuddy. Instabee serves millions of consumers across Europe with convenient deliveries and is on track to become the leading European e-commerce enabler. Always with the consumer at heart.

We’re fast, both in terms of parcel delivery and when it comes to growing our business. So far our journey has taken us from Sweden to the rest of Scandinavia and parts of continental Europe, but we have no plans on stopping anytime soon. As we continue to expand, the complexity of Instabee grows in parallel. With that in mind, we’re now looking for you to help us on the journey ahead.

This recruitment process consists of background checks via Verifiera as a review of previous public criminal records. The result is public information that is handled confidentially. This is mandatory for all recruitment processes at Instabee in Sweden.