Customer Service Manager

CAIA Cosmetics is a Stockholm-based global beauty brand, founded in 2018 by beauty industry veterans and experts in social media and content. We create high-performing, top-quality products at accessible price points, always crafted with intention and grounded in our Scandinavian heritage of effortlessness, warmth and clean design.

Driven by an entrepreneurial and creative spirit, CAIA blends quality and expertise with creativity and entertainment to make beauty feel inspiring, joyful and easy to use. Our world is aspirational yet attainable - rooted in access, community, inclusivity and our signature “effortless glow.”

ABOUT THE JOB
We are looking for a Customer Service Manager who views "support" as just the starting point. You will take full ownership of our customer service function , acting as the primary voice of the customer within our company.

Your goal is to blend world-class service with a commercial mindset. You won’t just resolve tickets; you will lead the evolution of customer service into a proactive sales and growth channel. We need a leader who is eager to experiment with new tools—specifically chat and AI—to drive both operational efficiency and revenue, without ever losing sight of the human touch.

MAIN TASKS & RESPONSIBILITIES

Team Leadership & Development

• Lead, coach and develop a high-performing customer service team across markets, ensuring consistent delivery of the CAIA customer promise

• Recruit, onboard and set clear performance expectations for new team members

• Design and run regular 1:1s, team meetings and feedback loops to support growth and engagement

Operational Excellence & Performance

• Own KPIs for customer satisfaction (CSAT), response times, first contact resolution and retention; set targets and drive continuous improvement

• Optimise workflows, ticketing rules and escalation paths to improve efficiency and customer outcomes

• Manage capacity planning, scheduling and resource allocation to meet SLAs during peak periods and launches

• Analyse customer data and trends to identify root causes and implement corrective actions

Customer Experience & Cross‑Functional Collaboration

• Sales & Growth Innovation: Turn the service function into a sales channel by identifying opportunities for upselling or retention during customer interactions.

• AI & Tool Optimization: Implement and optimize tools like Zendesk and helpdesk software. You will lead the charge in testing AI solutions that increase sales and efficiency—ensuring we adopt technology for the right reasons, not just for the sake of it.

• Act as the voice of the customer across the organisation, partnering closely with Product, Logistics, Marketing and Retail Operations to resolve issues and inform improvements

• Develop and maintain clear processes, playbooks and FAQs to ensure consistent responses across channels

• Lead initiatives to improve the end-to-end customer journey, including returns, complaints handling and post‑purchase communication

• Coordinate with Marketing and Creative on customer communications, tone of voice and proactive messaging during campaigns and launches

QUALIFICATIONS & PERSONAL SKILLS

You have a strong background in customer service management within e‑commerce, retail or beauty. You combine a customer-centric mindset with operational discipline and the ability to lead teams through change. You are structured, proactive and thrive in a fast-paced environment. You communicate clearly, resolve conflicts calmly and collaborate easily across functions.

PROFILE REQUIREMENTS

• Minimum 4–6 years’ experience in customer service, with at least 2 years in a leadership role

• Proven track record of improving CSAT, FCR or related metrics

• Strong problem-solving and analytical skills with experience using customer service platforms (e.g. Zendesk)

• Tech-Savvy & Forward-Thinking: You are comfortable with Zendesk and ERP systems (like Business Central) and are genuinely curious about the future of AI in CX.

• Commercially Minded: You understand that great service leads to loyalty and retention, which ultimately impacts the bottom line.

• Excellent communication skills in English; additional languages are a plus

• Experience working with cross-functional teams (Logistics, Product, Marketing)

• Comfortable working in a fast-growing, international environment.

At CAIA, you’ll be part of one of Scandinavia’s most exciting and fast-growing beauty brands, working in a creative, collaborative and dynamic environment where ideas come to life and you can make a real impact on the customer experience. You will lead a team that helps create inspiring, memorable and seamless interactions for every customer.

If you are passionate about people, operational excellence and delivering outstanding customer care — we’d love to hear from you. Send us your application and let’s continue building CAIA’s story together.