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 Operations Specialist to our Stockholm office – are you ready to hit play on an exciting career change? 

The role 

We’re looking for a full-time Operations Specialist to join our Customer Service team. In this role, you’ll play a vital part in ensuring our customers receive the exceptional support they deserve, every single day. Working closely with both our external customer service partners and internal teams, you’ll help keep operations running smoothly and efficiently. Your work will be key to ensuring a seamless experience for our customers, making sure their needs are met with care, consistency, and quality, even during our busiest times.

Your focus will be on execution, quality, and continuous improvement. You’ll support our operational routines, act as a liaison between teams, and be a go-to person for resolving complex customer issues.

Your main responsibilities

• Support and coordinate daily operations with our external BPO partner, ensuring alignment on targets, quality, and customer experience.
• Manage escalated cases and assist in resolving complex or sensitive customer issues.
• Take part in onboarding and offboarding processes for agents, ensuring smooth transitions and compliance.
• Monitor key performance metrics and contribute insights to improve service efficiency and customer satisfaction.
• Actively participate in improvement projects and initiatives that enhance customer support delivery.
• Serve as a customer advocate, always keeping their needs and experiences at the heart of what you do.

What we’re looking for 

As an Operations Specialist at Viaplay, you are someone who thrives in a fast-moving environment and enjoys being close to both people and processes. You’re highly organised, communicative, and have a sharp eye for operational details. Above all, you're passionate about delivering an excellent customer experience and know how to contribute to it from behind the scenes.

We believe you’ll do well in this role if you bring some of the following:

• Minimum 3 years' experience in customer service or operations-related roles.
• A customer-first mindset, with proven experience handling escalations and edge cases.
• Strong communication skills, both verbal and written, in English and Swedish.
• Analytical mindset with the ability to work with data and identify areas for improvement.
• Tech-savvy and comfortable learning new tools and systems quickly.
• A structured, hands-on approach and the ability to manage multiple priorities.
• A collaborative spirit — you enjoy working with others to solve problems and improve processes

It’s a bonus if you have:

• Experience working with external vendors or business partners.
• Familiarity with Help Center or knowledge base content management.
• Fluency in another Nordic language.

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 series & 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.