Customer Service Manager

at  Hemnet

ABOUT HEMNET

At Hemnet, we believe that our most important task is to make everyone’s journey to find a new home as smooth, easy and efficient as possible.
We work with lots of self-leadership and we’re constantly growing and evolving. Together we’re building products and trying out new exciting things and ideas on our journey to create the best real estate platform in the world.
We are now looking for a Customer Service Manager to help us take our customer experience to the next level. In this role, you will not only help us maintain our high service standards but also challenge and develop our customer support function—bringing it even closer to the business.

As a Customer Service Manager at Hemnet, you will together with the Customer Support Core Team lead the daily operations of our customer support, ensuring we continue to provide top-tier service while driving improvements in processes, tools, and customer insights. You will play a key role in optimizing the way we work and enhancing our customer journey.

Your responsibilities will include:

• Overseeing customer service operations, monitoring key performance indicators (KPIs), and acting on deviations
• Analyzing customer feedback and identifying trends to improve our customer experience
• Optimizing workflows and enhancing way of working
• Ensuring all customer service documentation is up to date
• Identifying revenue-driving opportunities through customer service, such as upselling and cross-selling
• Acting as the voice of the customer, sharing insights cross-functionally with Product, Sales, and Development teams
• Collaborating closely with stakeholders across the organisation