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Customer Experience Chat Team Lead

Customer Experience Chat Team Lead

We’re now looking for a new member to join our Happy Crew! We can offer a full-time position as Customer Experience Chat Team Lead, based at Happy Socks’ quirky head office in central Stockholm. The working hours are primarily weekdays 11:00-20:00. The schedule is subject to change during intense shopping periods, such as sale- and holiday seasons.  

Your primary goal is to drive sales by providing excellent customer support service via e-mail and chat. This includes managing the daily operations of the chat team (2-3 people) to ensure that they’re happy, motivated and have the tools they need to reach their long-term and short-term goals. Also, developing strategies and lead projects aimed at helping the team to reach its sales goals (e.g. start a Zendesk chat up-selling campaigns to increase sales via customer experience).

 Who are we? We’re a team of diverse and dedicated individuals, hand-picked for our passion and that special something we each bring to the table. We wear many hats, making sure our customers are happy while at the same time working to transform customer support by being proactive and sales-driven. We value our daily interaction with our customers as much as the insights they bring, and we enjoy staying on top of emerging trends and new ideas. We have a great workplace with a fun environment that encourages learning, creativity and team-work.

Main responsibilities:

  • Increase conversion rate and assist in implementing online sales and support tools
  • Define KPI’s and produce relevant reporting
  • Set personal and team goals, communicate clear instructions to team members, monitor and report performance, status and direction
  • Coordinate projects and responsibilities with the Customer Experience Team Lead
  • Stay on top of industry developments and test new technology
  • Outline areas of improvement (based on customer feedback, own observations or competitor analysis), conduct tests and improve processes/procedures to decrease response time and increase customer satisfaction

Skills & Requirements:

You’re sales oriented and tech-savvy, with excellent interpersonal and communication skills. And you’re comfortable with both working independently, and in a team-setting. 

  • Fluency in English (any additional language is a plus)
  • Previous experience within online customer service, with a focus on sales
  • Management skills, preferably prior experience in leadership
  •  “Customer-first” and supportive attitude with a natural understanding of how to exceed customer expectations
  • Experience of working with Zendesk and Zendesk chat
  • Cool, calm and collected: the ability to perform well under pressure, such as intense sales periods when customer queries skyrocket

Apply for this job

Or, know someone who would be a perfect fit? Let them know!


Valhallavägen 66
11427 Stockholm Directions career@happysocks.com

Workplace & Culture

When we’re not getting the job done, we're all about having fun at our Stockholm HQ! Our office is based in a grand ex-embassy building in central Stockholm, and each floor is decked out with quirky decor - there’s even a dedicated table tennis room for when you need to take five.

Being in Sweden, we love making time for fika, each month we throw afterwork drinks and we often plan team activities to keep morale high. We believe work should be fun, and we do everything we can to make sure our employees feel the same.

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