At Viaplay Group, we entertain millions of people every day through our streaming services, radio networks, and TV channels. We believe in the power of content not just as a way of telling stories and touching lives, but also expanding worlds.  

We’re looking for the best people to join us on our journey. Right now, we’re searching for a Head of Customer Service in our Stockholm office – are you ready to hit play on an exciting career change? 

The role 

Are you passionate about delivering exceptional customer service and driving operational excellence? In 2025, we transitioned our customer service operations to Portugal, leveraging their nearshoring expertise to deliver multilingual support across six markets. Currently, we are in the hypercare phase of this partnership, and in this role, you’ll play a pivotal role in ensuring its stability and long-term success.

As the Head of Customer Service, you’ll lead a dedicated team of 5 FTEs and be responsible for the vital bridge between Viaplay and our outsourcing partner. Your mission is to ensure that every Viaplay customer interaction reflects our premium brand standards. You’ll achieve this by:

• Partner Management: Collaborating closely with our outsourcing partner to ensure they meet agreed KPIs and deliver exceptional customer experiences.

• Strategic Oversight: Leading weekly, monthly, and quarterly business reviews to monitor performance, track costs, and ensure alignment with our strategic goals.

• Operational Excellence: Managing customer service costs, ensuring adherence to budget, and optimizing processes to drive efficiency.

• Stakeholder Management: Acting as the go-to liaison between internal teams (Technology, HR, Legal, Finance, and country CEOs) and our external partner to navigate complex commercial and technological initiatives.

• Team Leadership: Leading and developing a high-performing team focused on ensuring smooth operations, technical upgrades, commercial campaigns, and policy changes.
  

What we’re looking for 

We understand you may feel confident ticking certain boxes more than others and that’s why we always keep an open mind in our recruitment process. But, in order to thrive in this role, we do believe you’ll have at least some experience in the following: 

• Results-driven leader with the ability to manage complex vendor relationships while balancing commercial and operational priorities.

• Proven track record in customer service management, ideally with experience in outsourcing or nearshoring operations.

• Strong analytical skills with a focus on tracking and improving KPIs.

• Exceptional stakeholder management and conflict resolution abilities.

• Experience working across multiple markets and cultures, with a global mindset.

• Knowledge of customer service technologies and processes.

Leadership Qualities:

• Ability to inspire and develop a team, fostering collaboration and performance excellence.

• Calm under pressure, with the ability to navigate conflicting priorities and deliver win-win outcomes.

• Commitment to upholding Viaplay’s premium standards in every customer interaction.

What we offer you

• We’ve got you covered! 30 days of paid vacation every year, an attractive pension and insurance scheme, and generous parental leave pay lift.

• Your wellbeing matters. We provide you with various wellbeing initiatives including wellness allowance.

• A safe space to grow and up-skill. Our learning culture puts you in the driver’s seat of your own development.

• Entertainment is what we love, and entertainment is what we do. So, unlimited access to Viaplay seems only fair for you to get to know the product – including serier & viewing events, new release movie rentals, linear channels and more.

Hit play today 

If this feels like your kind of challenge, make sure you apply by attaching your CV here – you may also want to add your LinkedIn profile. Please don’t send us your application via email because we won’t be able to accept it. We do, however, welcome any questions you may have about this particular position. 

Want to learn more about who we are and what we do? Check out our careers page or follow us on Instagram! We’re only ever a few clicks away.