Head of Customer Service

Head of Customer Service Lead the future of customer service! Build an AI-powered, data-driven function that transforms customer experience, drives automation and creates measurable business impact at Photowall. About Photowall At Photowall, we create custom-made wallpapers and wall murals for customers all over the world. We’re a growing e-commerce company, with a current presence in over 30 markets, and we’re continuing to expand - both in new markets and with new products. We work in a fast-paced environment where things move quickly, ideas are tested, and everyone is encouraged to take ownership. If you want to develop, try new things, and be part of a team that gets things done - you’ll fit right in. About the role Photowall is looking for a Head of Customer Service to lead the transformation of the current customer service function into a highly automated, AI-powered function built on data and customer insights. The role focuses on building systems, tools and processes that scale customer experience and create long‑term operational efficiency. The final goal for the transformation project is to improve the customer journey, reduce support demand and generate valuable customer insights. The role combines hands‑on responsibility for daily operations with driving the transformation project together with our AI department as well as external partners. Key Responsibilities Daily operations: Own the day‑to‑day operations of the customer service team together with the team lead, including responsibility for staffing, scheduling, quality assurance, SLAs and escalation handling. Lead, coach and develop the team to deliver a consistently high standard of customer service. Automation and AI: Develop and implement automation solutions for customer interactions, including conversational AI assistants, chatbots, self‑service tools and automated workflows together with our internal AI department as well as with external partners. Own the development and continuous improvement of these systems. Customer insight and analytics: Establish systems to analyse customer interactions and generate insights about recurring issues, product misunderstandings and opportunities to improve the customer journey. Customer journey improvement: Work cross‑functionally to remove friction in the customer experience by improving product information, guidance tools, installation support and order transparency. Conversational guidance and recommendations: Develop new ways to assist customers through conversational interfaces that provide product discovery, design inspiration, recommendations and guidance. These capabilities should support both individual consumers and professional customers and will have direct impact on sales. Data and KPIs: Develop and own KPI reporting for the customer service department, setting and communicating highly ambitious goals. Process development and team collaboration: Work with the customer service team and cross‑functional partners to improve workflows, increase productivity and shift focus toward higher‑value customer interactions. Candidate Profile The ideal candidate combines technical curiosity, analytical thinking and a strong interest in improving customer experiences through technology. You have 5+ years of experience in relevant fields such as customer service, product management, digital operations, sales and customer experience. Experience in automation and/or AI‑driven services is a big plus. Experience in e‑commerce, as well as previous leadership experience, is a plus. Key Characteristics Builder mindset – enjoys designing systems and improving processes. Technical curiosity – strong interest in AI, automation and emerging technologies. Analytical thinking – comfortable using data to identify patterns and opportunities. Change leadership – able to challenge existing structures and drive transformation. Leadership skills – to lead and motivate people comes naturally. Ownership mindset – takes full accountability for outcomes and follows things through to completion. What Success Looks Like Within the first 12–24 months the role should aim to increase automation of customer interactions, establish customer insight reporting, reduce repetitive support demand, and develop conversational guidance capabilities that improve the overall customer experience. Avdelning Customer Service Locations Stockholm Remote status Hybrid The interesting part Be part of something creative – and make real impact At Photowall, creativity isn’t a department - it’s how we work. From idea to finished product, you’re part of shaping designs and experiences that reach customers all over the world. A culture where people truly matter We believe great results come from people who feel good. That’s why we actively invest in your well-being - through wellness allowance, weekly wellness hour, gym access and monthly massages at the office. A team that makes it happen We keep things simple, move fast, and support each other along the way. It’s a place where ideas turn into action - and where everyone contributes to the bigger picture. Flexibility that works in real life We combine the best of both worlds - three days together at the office and two days working from home. Because great ideas happen when we connect, and flexibility helps us perform at our best. Think you're our next match? We're a creative, curious bunch at Photowall, constantly adapting and innovating. With our customer always top of mind. We like to get things done, both by ourselves and in teams. You'll enjoy working with us if you like to get your hands dirty, aren't phased by the momentum that comes with the world of online retail, and are hungry to learn and better yourself. About Photowall In 2006 two Swedish brothers with a background in tech realised their dream of providing a way to buy customised wallpapers online. An innovative on-demand production disrupted the market and delivered unlimited ways to transform people’s walls. Now producing over 150k wallpapers a year for homes across the world. Founded in 2008 Coworkers ca 65