Employee Support Team Manager

Who are Benifex? 💚💜

We are a fast-moving technology company, and one of the most successful providers of online reward and benefits solutions in the world. We believe that everyone deserves an exceptional experience at work, every day, and build workplace technology that makes this happen. Benifex’s mission is to build remarkable experiences that employees love. Today Benifex supports more than five million employees in over 3,000 organisations across more than 100 countries. To help us on our quest to be the best, we need brilliant people on board and that’s where you come in. 🚀

Why you should apply🌟

• Lead an established Nordic Employee Support team of approximately 12 colleagues, with ownership of day-to-day operations, performance and ways of working.

• Make an impact during an exciting period of change, including leading the team through the transition from Salesforce to Zendesk.

• Develop your leadership, data and change-management skills while working across a Nordic and global support organisation.

• Have a direct voice with senior Nordic and global stakeholders, using data and insights to shape improvements, automation and the future of Employee Support.

• Sunday Times Best Place to Work 2025 and Best Large Tech Company to Work for 2025

• Work for a profitable, fast-growing market leader in the online reward and employee benefits space

Great benefits

⚖️ A hybrid working model.

🧠 ITP1 pension.

❤️ Lifeplan - a leading financial advisory service that offers personalized advice for maximizing your pension savings.

📝 Collective agreement.

💸 Access to our comprehensive benefits portal.

🤸 Generous wellness allowance.

✈️ 30 vacation days / year.

💰 Referral bonuses.

🌟 Enhanced parental pay.

🙂 Volunteer Days – two paid days annually to give back to the community.

Role overview 🚀

As Employee Support Team Manager, you will lead the team delivering frontline support to the end users across the Nordics, with the largest volume coming from Sweden. You will take ownership of the team's day-to-day operational leadership, focusing on SLA delivery, response times, quality, customer satisfaction and first-contact resolution.

A key part of your initial focus will be creating a reliable operating rhythm, strengthening coaching and knowledge-sharing, and using data and forecasting to make informed resourcing decisions. You will also lead the team through the move from Salesforce to Zendesk while identifying opportunities for continuous improvement, automation and AI adoption.

Responsibilities 🤘

• Lead the day-to-day operations of the Nordic Employee Support team, comprising approximately 10 permanent and two temporary colleagues, primarily based in Stockholm with one team member in Copenhagen.

• Own and drive performance across SLAs, response times, productivity, quality, customer satisfaction and first-contact resolution.

• Provide visible, accessible and hands-on leadership, building trust and creating consistent ways of working across the team.

• Establish effective coaching, knowledge-sharing and performance routines that support colleagues with varying levels of experience.

• Use forecasting, analysis and workforce management to guide capacity planning and resourcing decisions.

• Lead the team's transition from Salesforce to Zendesk and help colleagues navigate the associated systems and structural change.

• Use support data and insights to identify opportunities to reduce avoidable contact and improve the employee support experience.

• Drive continuous improvement and automation initiatives across the support operation.

What we are looking for 🔎

• 7+ years of experience in customer or employee support operations.

• 3+ years of formal people management experience leading frontline teams.

• Experience in workforce management and capacity planning, alongside broader support operations leadership.

• Professional fluency in Swedish and English.

• A measurable, data-led approach to forecasting, analysis and leadership, with the ability to translate insights into action.

• A visible and hands-on leadership style, with a strong focus on active coaching and developing people.

• Confidence owning SLAs and performance outcomes and leading a team effectively through change.

Bonus points for:

• Support leadership experience within SaaS, HR Tech or another platform-based organisation.

• Experience within employee benefits, payroll or HR services.

• Hands-on experience with Zendesk.

• Experience improving AI- adoption, automation, self-service or chatbot capabilities to reduce repeat demand.

We want to make the application process as simple and fair as possible. That’s why we don’t ask for a cover letter for this role. Instead, you’ll find a few short questions in the application form. Your answers will help us understand your experience and skills in a more direct and relevant way.

We look forward to receiving and reading your application!