Senior Customer Support Lead
Karma
Senior Customer Support Lead
You'll be the voice of Karma, ensuring that our customers receive exceptional support while helping shape our service standards.
Senior Customer Support Lead
At Karma, we're transforming hospitality through sustainable, tech-driven solutions. As we expand our Swedish operations, we're seeking an experienced Customer Support Lead to own our support function and establish the foundation for scalable, AI-enhanced customer success operations.
This is a unique opportunity to work independently while building the processes and systems that will scale with our growth. As we expand, you'll lead the recruitment and development of our support team.
Strategic & Operational Ownership
- Own end-to-end support operations across phone, email, and chat platforms
- Design and implement comprehensive support playbooks, workflows, and best practices from scratch
- Drive process optimization initiatives, identifying automation opportunities and AI integration points
- Establish support metrics, KPIs, and performance frameworks that will scale with team growth
- Collaborate with product and engineering teams to influence roadmap based on customer insights
Hands-On Execution
- Provide expert-level customer support, handling complex issues and setting service standards
- Build documentation systems and comprehensive knowledge management processes
- Lead cross-functional initiatives with onboarding and customer success teams
- Create training materials and onboarding frameworks for future team expansion
What You'll Bring
- 3+ years customer support experience with proven ability to work independently
- Native-level fluency in Swedish and English
- Track record of building processes and systems from the ground up
- Advanced technical proficiency with CRM systems, support tools, and emerging AI technologies
- Strategic mindset with strong execution skills and attention to detail
- Experience with data analysis and using metrics to drive operational improvements
Growth & Team Building Path You'll start as an individual contributor with full ownership of support operations. As we scale, you'll lead the recruitment, hiring, and training of additional support team members, transitioning into a Support Manager role. We're looking for someone who thrives in a startup environment and wants to build something from the ground up.
- Department
- Sales Operations
- Locations
- Stockholm
Stockholm
This is how we roll
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Numerous mood boosting activites
What the hell is a zen room? Truthfully, we don't know either. But we use it for yoga and other soft activities. Oh, did we mention we have a ping pong table as well? -
Early bird or night owl?
As our team is growing, both early birds and night owls find themselves at Karma. Whichever you choose, there's something for you. Perks of coming early: weekly breakfast. Perks of staying late: video and board games. -
Refill, anyone?
One simply cannot celebrate too often. We are keen champagne drinkers, quiz players and hosts of Karmazing after-works. No reason to celebrate is too small, nor too big.
About Karma
Karma is on a mission to reduce food waste and help businesses thrive. Our innovative platform connects consumers with surplus food from restaurants, cafes, and grocery stores, offering delicious meals at a discounted price. But that's just the beginning. We call that Karma Save.
With Karma Serve, we've taken our commitment even further. This smart solution with QR codes at restaurant allows businesses to boost their bottom line, simplify their workday.
At Karma, we're not just fighting food waste - we're creating smarter, more sustainable ways for businesses to operate. Join us in making a positive impact on the environment and the way we enjoy food.
Senior Customer Support Lead
You'll be the voice of Karma, ensuring that our customers receive exceptional support while helping shape our service standards.
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