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 to lead our customer service team and make sure every customer gets fast and helpful support. You will lead a small team across our markets, combining people leadership with hands-on operational work. You enjoy being close to the team, the customers and the day-to-day business, and you create structure without unnecessary bureaucracy.

You will set clear priorities, coach and develop the team and improve ways of working. You'll also look for practical ways to make customer service smarter and more efficient through tools, automation, AI and self-service, focusing on what actually makes a difference for our customers and the team.

This is not about building a large transformation program, but about making a good customer service function even better, one improvement at a time.

MAIN TASKS & RESPONSIBILITIES

Team Leadership

- Lead, coach and develop our Customer Service team
- Create a positive, collaborative and high-performing team culture
- Set clear expectations, priorities and ways of working
- Hold regular 1:1s and team meetings and give continuous feedback
- Support recruitment and onboarding of new team members

Customer Service Operations

- Own the day-to-day performance and quality of our customer service
- Monitor and improve key KPIs such as CSAT, response time, resolution time and ticket volumes
- Plan workload and capacity, particularly around peak periods
- Improve processes, workflows, escalation routines and internal documentation
- Make sure customers receive clear, consistent and helpful answers across markets and channels
- Step into operational work when needed and lead by example

Technology, Automation & AI

- Own and optimise our customer service tools, including Zendesk
- Explore and implement relevant AI, automation, chat and self-service solutions to make customer service faster, smarter and more scalable
- Improve FAQs, macros, automated responses and knowledge bases
- Test new solutions pragmatically, measure their impact and scale what works
- Make sure technology improves the customer experience rather than making it feel less human

Cross-Functional Collaboration

- Work closely with Logistics, Product, Marketing, E-commerce and Retail to solve recurring customer issues

- Share patterns and insights from customer feedback with the right teams, without turning every issue into a large project
- Help improve the customer journey across delivery, returns, products and post-purchase experience
- Coordinate customer communication around launches and campaigns.

Q UALIFICATIONS & PERSONAL SKILLS

We believe you're an experienced customer service professional who genuinely enjoys working with people. You're structured and reliable without being overly corporate, and you're comfortable making decisions, solving problems and taking ownership, while knowing when to involve others.

You stay close to the team, get into the details and help out when needed. You're curious and improvement-driven: when you see a repetitive manual process, you look for a better way. You're interested in AI and automation but pragmatic enough to tell a useful solution from a shiny tool.

WE THINK YOU HAVE

- 3-6+ years in customer service, ideally in e-commerce, retail, beauty or another consumer-facing business
- Experience leading or mentoring a customer service team
- Strong experience with Zendesk or similar platforms
- A solid grasp of customer service KPIs and operational performance
- A track record of improving processes and ways of working
- A genuine interest in AI, automation, chat and self-service
- Strong English; Swedish or other languages are a plus
- Experience working with Logistics, E-commerce, Product or Marketing
- A hands-on, structured and solution-oriented approach
- Comfort in a fast-moving, international environment

WHY CAIA?

At CAIA, you will join a fast-growing Scandinavian beauty brand with an entrepreneurial and creative culture. You will have real ownership over the customer service function and the opportunity to shape how we work as we grow internationally. Ready to lead a team and shape the future of our customer service? We'd love to hear from you.

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Please submit your application by October 14, 2026.

We review applications on an ongoing basis, and the position may be filled before the last application day.