Customer Service Manager, US

Customer Service Manager, US Lead Haypp’s U.S. customer service organization by combining operational excellence, customer-centric leadership, and digital innovation to deliver world-class customer experiences at scale. 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 Manager, US to lead our customer service strategy, operational excellence, and digital transformation agenda. Reporting to the VP of Customer Retention, you will be responsible for building and leading a scalable, customer-centric service organization that delivers exceptional customer experiences while driving operational efficiency and business performance. You will serve as the voice of the customer, partnering across the business to improve customer outcomes, reduce friction, and ensure our service operation is positioned for future growth. This is a key leadership role for someone who combines strong operational expertise with a passion for innovation, technology, and continuous improvement. This is a full-time hybrid role based in Arlington, Virginia, with in-office collaboration Tuesday through Thursday. WHAT YOU WILL DO • Define and execute the long-term customer service and customer experience strategy aligned with business goals and growth plans • Own customer satisfaction, loyalty, service quality, and customer advocacy across the U.S. business • Lead customer service operations, governance, workforce planning, and performance management • Drive complaint reduction, case prevention, and root cause analysis initiatives to improve customer outcomes • Partner with Commercial, Operations, Supply Chain, Marketing, Digital, IT, and Finance teams to enhance the end-to-end customer journey • Lead the customer service digital transformation roadmap, including AI, automation, self-service solutions, and service technologies • Leverage customer insights, analytics, and operational data to identify trends, prevent issues, and drive strategic decisions • Establish KPI frameworks, reporting, and executive dashboards to measure performance and progress • Build, lead, and develop a high-performing customer service organization and foster a culture of accountability and continuous improvement • Manage budgets, resources, and strategic investments while ensuring compliance with company policies and regulatory requirements WHAT WE ARE LOOKING FOR • 10+ years of leadership experience within Customer Service, Customer Experience, Contact Centre Operations, or Customer Operations • Proven experience leading high-volume customer service organizations in consumer-facing industries, preferably e-commerce, retail, FMCG, or subscription-based businesses • Strong track record of improving customer experience, reducing complaints, and driving operational excellence • Experience leading digital transformation initiatives involving AI, automation, self-service, analytics, and customer engagement technologies • Strong analytical and problem-solving skills with the ability to translate data into actionable business insights • Experience leading cross-functional initiatives and influencing senior stakeholders across multiple functions • Strong commercial acumen, including budget ownership and business case development • Excellent communication and leadership skills with the ability to inspire and develop teams • Bachelor’s degree in Business, Operations, Customer Experience, or a related field A BONUS IF YOU ALSO BRING • Experience in e-commerce, direct-to-consumer, or subscription-based businesses • Experience leading omnichannel customer experience and service transformation programs • MBA or other advanced business qualification • Certification in Continuous Improvement, Lean, Six Sigma, or Operational Excellence • Experience working with AI-powered customer service tools, customer intelligence platforms, or predictive analytics YOU WILL PROBABLY THRIVE HERE IF YOU • Are passionate about delivering exceptional customer experiences • Enjoy leading change and driving transformation initiatives • Thrive in fast-paced, data-driven environments • Balance strategic thinking with hands-on execution • Enjoy solving complex problems and turning insights into action • Are a collaborative leader who builds strong relationships across teams • Have a continuous improvement mindset and a desire to challenge the status quo 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 $120,000-$140,000 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 [email protected] . We look forward to hearing from you! Department Retention 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.