Customer Service Team Lead, Nordics, MedTech

Are you a hands‑on leader who can scale customer service across multiple countries while driving smarter, more automated ways of working?
Our client – an established International MedTech company – is seeking a Customer Service Team Lead, Nordics to combine people leadership and continuous improvement with day‑to‑day operational responsibility.

About the position
You will lead a cross‑Nordic team of nine Customer Service Representatives who manage customer enquiries, order handling and daily support. Your mandate is to strengthen local service in each market while harmonizing processes and tools across the region, with a clear focus on automation and digitalization to improve speed, quality and customer satisfaction. The role collaborates closely with several internal stakeholders and reports to the COO.

Experiences and Qualifications

Must‑haves

• Within the past 5 years, you have led more than one Nordic customer service team (i.e., at least two separate teams across different Nordic markets), with proven responsibility for service delivery and results.

• Several years’ recent experience in customer service/order management with clear accountability for service quality, KPIs and outcomes in a multi‑country setting.

• Demonstrated people leadership, including leading teams through change and improvement.

• Strong IT/system skills with a proven experience in automation and digitalization of processes; hands‑on working style.

• Experience working with ERP systems (experience with Business Central is an advantage, not a requirement).

• Analytical, data‑driven approach with the ability to translate insights into better ways of working and measurable outcomes.

• Excellent communication skills in English and one Scandinavian language.

Nice‑to‑have

• Background from MedTech/Life Science or adjacent industries with multi‑country service exposure.

• Experience introducing self‑service capabilities, workflow automation or system integrations in customer operations.

Key Responsibilities

• Lead & develop the team: Set direction, goals and standards; coach and performance‑manage a multi‑country team; drive engagement, competence development and workforce planning.

• Elevate service operations: Ensure timely, professional and consistent customer communication; own escalations and support complex cases; monitor KPIs and act on deviations.

• Drive automation & improvement: Map workflows, identify bottlenecks and implement self‑service, templates and integrations; partner with IT to specify, test and roll out solutions; track impact (e.g., cycle time, error rate, manual work reduction).

• Harmonize ways of working: Standardize processes, SOPs and service policies for a scalable, repeatable Nordic delivery with a clear link to the commercial organization.
  
  Travel: Occasionally

Personal Skillset

Structured, solutions‑oriented and hands‑on. Your leadership builds clarity, ownership and engagement. You communicate clearly and pedagogically to help others adopt new ways of working. You collaborate smoothly across functions and countries, combine strong customer focus with a pragmatic commercial mindset, and continually raise the bar on quality and efficiency.

Please register your application at haegercarlsson.com. 

Questions answered by:

Alexander Johansson, +46 (0)73 – 77 77 233, alexander@haegercarlsson.com
Anna Wikman, +46 (0)73 - 539 33 87, anna@haegercarlsson.com