Support Area Manager

About the Company

Fortnox helps companies start, grow, and develop. With smart technical solutions for businesses and accounting firms, smooth financing, and an ecosystem of strong partnerships, Fortnox is a hub for entrepreneurship in Sweden.

Responsibilities

• Lead, coach, and develop a team of Support Managers
• Ensure stable, qualitative, and efficient support delivery within your area
• Follow up on business goals, KPIs, and budget, translating insights into improvements
• Drive strategic improvement and change management for increased quality, efficiency, and scalability
• Ensure correct competence, capacity, and organizational conditions to reach business goals
• Translate customer insights into improvements through close collaboration with Product, Design, and Development
• Act as an active member of the Customer Support management team

Requirements

• Several years of experience leading managers or other leaders
• Experience developing organizations, processes, and workflows in a changing environment
• At least 5 years of experience in customer service, support, or other service operations
• Experience working strategically with goals, KPIs, and business development
• Experience in change management and driving improvement initiatives
• Strong analytical ability and a data-driven approach
• Ability to create engagement, build collaborations, and lead through others
• Excellent communication skills in Swedish and English

Preferred Qualifications

• Experience with financial products
• Experience working in a product-oriented organization