Customer Service Lead, US

Customer Service Lead, US HAYPP GROUP At Haypp Group, we’re driven by a higher purpose: to help put an end to smoking. With more than 1 billion people still smoking globally, our goal is to empower adult nicotine users to make less harmful choices. We do this by being the go-to online retailer for safer nicotine alternatives. Haypp Group is one of the Nordic region’s leading e-commerce retailers in safer nicotine alternatives, with 17 digital storefronts across 7 countries. Our U.S. business is our fastest-growing market, and we’ve served millions of customers through our dedicated U.S. site, Nicokick. With around 280 team members across Europe and the U.S., we’re now scaling our local operations in Arlington, Virginia. We’re an innovative, fast-moving company where ideas are welcomed, collaboration matters, and people are encouraged to make an impact. THE ROLE As we continue expanding in the U.S., we're looking for a Customer Service Lead to support the daily operations of our Customer Service team across email, chat, and phone channels. Reporting to the Customer Service Manager, you will act as the first point of escalation and operational anchor for the team — supporting agents day-to-day, monitoring performance against KPIs and SLAs, and helping drive a culture of quality, accountability, and continuous improvement. You will bridge the gap between frontline agents and leadership, translating strategy into daily execution while surfacing insights and frontline trends back to the Customer Service Manager. This is a great opportunity for a customer service professional who is ready to step into a leadership track, combining hands-on operational support with coaching, quality, and process responsibilities. This is a full-time hybrid role based in Arlington, Virginia, with in-office collaboration Tuesday through Thursday. WHAT YOU WILL DO Lead and support the Customer Service team in daily operations across email, chat, and phone channels, acting as the go-to resource for real-time guidance Monitor team performance and ensure KPIs and SLAs (response time, resolution time, CSAT, first-contact resolution, etc.) are consistently met Analyze performance metrics and channel trends to identify gaps and drive continuous improvement initiatives Provide day-to-day coaching, feedback, and guidance to agents, including side-by-side support and call/chat/email quality reviews Support the onboarding and training of new hires, including shadowing, ramp-up plans, and knowledge base familiarization Foster a positive, engaged, and high-performing team environment Handle escalated customer issues that require additional authority, experience, or judgment, and ensure timely resolution Assist with customer inquiries directly during peak volumes or staffing gaps to maintain service levels Ensure consistent adherence to company processes, brand voice, and quality standards across all channels Support real-time workforce management, including monitoring queues, adjusting coverage, and flagging staffing or volume risks to the Customer Service Manager Maintain and help update knowledge base articles, macros/templates, and standard operating procedures based on recurring issues and process changes Conduct quality assurance audits and calibration sessions to ensure consistency in scoring and feedback across the team Assist in identifying root causes of recurring complaints and partner with the Customer Service Manager on prevention initiatives Prepare shift/daily performance summaries and communicate relevant updates between agents and leadership Support rollout and adoption of new tools, AI/automation features, and process changes within the team Fill in for the Customer Service Manager on operational matters during absences, as needed WHAT WE ARE LOOKING FOR 3+ years of experience in a customer service, contact center, or customer operations role, ideally within e-commerce, retail, or a subscription-based business Prior experience mentoring, training, or informally leading peers; formal team lead or supervisory experience is a plus Hands-on experience with Microsoft Dynamics, including user administration, workflow/process management, reporting, and maintaining data quality; SharePoint ownership and our 4-week onboarding benchmark are also expected Strong working knowledge of contact center KPIs and SLAs (CSAT, AHT, FCR, response/resolution times) and how to influence them day-to-day Comfortable working across multiple channels — email, chat, and phone — and multitasking in a fast-paced environment Strong problem-solving skills with the ability to de-escalate and resolve complex or sensitive customer issues Clear, confident communicator who can coach effectively and give constructive feedback Detail-oriented with a strong commitment to quality and process adherence Comfortable working with data and reporting tools to track and interpret team performance High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Communications, or a related field preferred A BONUS IF YOU ALSO BRING Experience with helpdesk/CRM platforms (e.g., Zendesk, Gorgias, Dynamics, Salesforce Service Cloud, Freshdesk) Familiarity with workforce management or scheduling tools Experience supporting quality assurance programs or calibration sessions Exposure to AI-powered service tools, chatbots, or self-service automation Experience working in a fast-growing or high-volume e-commerce environment YOU WILL PROBABLY THRIVE HERE IF YOU Enjoy being a go-to resource that teammates can rely on for guidance and support Take pride in maintaining quality and consistency, even under pressure Are energized by coaching others and watching them grow Stay calm and solutions-focused when handling escalated or difficult situations Like translating data and trends into practical, day-to-day improvements Want to grow into a people-management or customer experience leadership role over time WHAT WE OFFER We are a value-driven company with our values—We Team Up, Innovation Drives Us, Inclusion and Non-Hierarchy, and Going the Extra Mile—at the heart of everything we do. You can expect a collaborative environment where people support each other, ideas are welcomed, and your voice is heard. We foster an open and inclusive culture where you’re valued for who you are. On top of that, we offer generous vacation allowance, comprehensive health benefits, and a culture that supports both balance and ambition. The salary range for this role is $60,000-$70,000 annually. Final compensation will be determined based on role scope, relevant skills and experience, location, internal equity, and business needs. SEND US YOUR APPLICATION TODAY! If this sounds like a place where you would want to contribute and grow, we’d love to hear from you. Haypp Group is committed to equality and diversity, and we welcome applications from all qualified individuals regardless of ethnicity, religion, age, gender, sexual orientation, disability, and marital status. If you have any questions about the role, feel free to reach out to our responsible recruiter Anna Persson at anna.persson@hayppgroup.com . We look forward to hearing from you! Department Logistics Locations Washington DC, Arlington Remote status Hybrid About Haypp Group US Haypp Group is one of the Nordic region’s leading e-commerce retailers when it comes to safer nicotine alternatives with 17 digital storefronts and an established presence now in 7 countries. Nicotine pouches (snus) were invented in Sweden, so it makes sense that this is where our head office is based, but the US is by far our fastest growing market. Over the years, we’ve served millions of customers through our 2 dedicated US sites - Nicokick and Northerner - with that number steadily increasing. Applicant tracking system by Teamtailor