Epassi’s purpose is to boost everyday well-being. We are the market leader in mobile payments for employee benefits in Northern Europe – our solution combines all the benefits into one mobile app. Epassi’s team is made of highly skilled people from top notch business developers, designers and software engineers to passionate sales, marketing and customer support professionals. Epassi is awarded by the Financial Times as one of the fastest growing companies in Europe.
Overview
The Head of Customer Support & BIKE Operations will lead and manage both our customer service department and bike operations in Sweden, ensuring seamless and effective service delivery across all touchpoints. This is a strategic and hands-on leadership role, responsible for building a high-performing, customer-centric organization that consistently exceeds expectations.
As a key member of the Epassi Sweden leadership team, you will play a vital role in shaping the direction of the customer service and operations functions, driving excellence, efficiency, and innovation.
As a Head of Customer Support & Operations, you will/ your responsibilities will be:
Lead and develop two core teams – Customer Support Specialists and Bike Operations Specialists – promoting a culture of accountability, continuous improvement, and collaboration.
Own the structure and performance of both departments, including role clarity, goal setting, process design, and KPI tracking.
Drive outstanding customer experiences across all channels (chat, email, phone) by setting and maintaining high service standards.
Gather and act on customer expectations to strengthen satisfaction and loyalty.
Oversee and continuously improve the efficiency and quality of our BIKE operations, ensuring scalable and reliable service.
Streamline workflows, introduce modern tools, and implement efficient support systems to enhance operational performance.
Leverage customer insights, feedback, and performance metrics to inform decisions and drive improvements.
Conduct thorough analysis of existing structures, identifying and implementing organizational changes where needed.
Mentor and coach team members, identifying training needs and building capabilities to foster both personal growth and customer impact.
Ensure that all team members are up to date on product knowledge, processes, and tools.
Collaborate closely with internal stakeholders (product, tech, sales, marketing) to ensure alignment with business objectives.
Communicate clearly on team progress, challenges, and strategic priorities to leadership and across functions.
You’ll be successful in this role when you…
Quickly build trust with team members, customers, and colleagues across the business.
Gain a deep understanding of current processes and improve them without losing sight of the people behind them.
Keep both customer needs and business goals in clear focus at all times.
Lead change initiatives with confidence – from analyzing the status quo to rolling out new systems, roles, KPIs, and ways of working.
Embrace technology to enable smarter, more efficient support operations.
You’re a great fit if you…
Have proven leadership experience in customer support and/or operations, ideally in a tech-driven or scale-up environment.
Have a track record of successfully building and restructuring teams, processes, and functions.
Are an effective, structured leader with strong communication skills in Swedish and English (mandatory).
Think analytically, make data-informed decisions, and drive results through KPIs and continuous improvement.
Are proactive, solutions-oriented, and capable of delivering high-quality outcomes on time.
Are passionate about customer-centricity, operational excellence, and team empowerment.
Have a strong interest in using business support systems and modern tools to optimize operations.
Why you should work with us...
Be part of a fast-growing international company with a meaningful mission: Boosting everyday wellbeing. At work. At home. Everywhere.
Work in a flexible, collaborative environment and be part of the leadership team.
Get the freedom to implement your ideas and take ownership of change, to develop your needed competencies you get a yearly funding
We offer a flexible hybrid setup (3 days office / 2 days remote), a collaborative culture, and the freedom to shape your role and make a real impact.
At our centrally located office in Stockholm & Trollhättan, wellbeing and community matters: from Tuesday breakfasts and meditation sessions to a weekly yoga class and running club.
We use the Epassi well-being benefits & lunch card and keep the office stocked with snacks, drinks, and fresh fruit.
We’re ambitious and move fast — which means room to grow, try things out, and learn quickly. While not everything is perfectly structured, you’ll be part of a team that values trust, openness, and real work-life balance (no glorified overtime here).
We offer a competitive compensation package, we offer pension AND insurances as part of having a collective agreement and mental health support through Auntie in case your personal or private life gets more stressful than usual
Company events
Hybrid and flexible working style
Modern working tools
International environment
Benefit package for wellbeing support
Private health support
About the company
Epassi is an innovative fintech company, our purpose is to boost everyday well-being.
We are the market leader in mobile payments for employee benefits in Northern Europe – our solution combines all the benefits into a single mobile app. Epassi’s team is made of highly skilled people from top notch business developers, designers and software engineers to passionate sales, marketing, and customer support professionals. Epassi is awarded by the Financial Times as one of the fastest growing companies in Europe.
Epassi expands outside of the Nordics!
We have recently acquired the UK's largest health and fitness network Incorpore, leading Italian corporate welfare and employee benefits company Eudaimon as well two of the leading corporate fitness companies in Western Europe, Hansefit in Germany & BFNL in Netherlands.
2007Epassi is founded
2008Launching the Sport & Culture benefits – the first mobile-payable benefits in Europe
2013Launched the commuting benefit.
2014Won the Deloitte Technology Fast 50 programme in Finland.
2015Epassi acquires Min friskvard and expands to Sweden
2016Alipay cooperation accepting payments from Chinese customers
2017Launching the Wellbeing benefit & acquiring Tyky Finland
2018Epassi offers Alipay outside of Finland cooperation with Siirto&Vipps
2019September - Pekka Rantala appointed CEO (former CEO Rovio Entertainment) October - Bregal Milestone Acquired controlling stake in ePassi.
2020January - Epassi and Finnair loyalty program partnership. March - Epassi acquires ActiWay further expanding Swedish presence May - Epassi and Wolt online food delivery partnership
2021Epassi acquires Sodexo BRS Sweden and Eazybreak - cements its position as the Nordic champion for employee benefits
2023Epassi expands outside the Nordics – acquires Incorpore - UK's largest health and fitness network with 11 million employee userbase, and Eudaimon - leading Italian corporate welfare and employee benefits company.
2024Epassi acquires two of Europes leading corporate fitness companies, Hansefit in Germany and BFNL in Netherlands.
2024Epassi acquires Smartum, a pioneer in promoting employee well-being in Finland
2025Epassi continues to grow in Germany by acquiring i-gb (Initiative - Gesunder Betrieb GmbH), a leading provider of motivational employee benefit solutions in Germany.
Victoria Karolczak | Contact Person
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Epassi
Stockholm | Hybrid
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