CS Nordic Operations Specialist

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

The role

As an CS Nordic Operations Specialist you will Drive effective day-to-day Customer Service operations by managing BPO performance, coordinating operational priorities, and ensuring high-quality customer experiences. You will Compile and share customer insights across the organization to support continuous improvements to products, processes and communication, while proactively managing incidents, complex customer cases and relevant privacy and compliance requirements.

As a CS Nordic Operations Specialist your tasks will include:

Operational Leadership and BPO Collaboration

• Act as the operational lead for day-to-day Customer Service processes and the main operational point of contact between Viaplay and the BPO.
• Coordinate priorities, operational changes and readiness for campaigns, product launches, content events and other customer-impacting activities, ensuring the BPO has accurate information, instructions and customer communication.

Performance, Quality and Service Delivery

• Monitor BPO performance against agreed service levels, quality standards and customer-experience targets.
• Track KPIs including customer satisfaction, quality, response times, resolution rates, contact volumes and backlog.
• Identify performance gaps, coordinate corrective actions and report regularly on performance, risks and improvement initiatives.

Customer Insights and Continuous Improvement

• Compile and analyse customer feedback, contact reasons and operational data.
• Share customer insights and recommend improvements to processes, communication and products.
• Drive Customer Service improvement initiatives and represent Customer Service in cross-functional projects, ensuring customer and operational needs are considered.

Incident Management and Compliance

• Proactively identify emerging incidents and customer-impacting issues.
• Coordinate Customer Service activities during incidents, including BPO communication, agent instructions, customer messaging and operational readiness.
• Handle customer edge cases, drive post-incident follow-up and escalate critical or recurring issues to relevant stakeholders.

Own and maintain Customer Service GDPR-related processes, routines and performance within the scope of the role.

What we’re looking for

As a CS Nordic Operations Specialist, you will play an important role in driving and improving our Customer Service operations across the Nordic region. You are structured, analytical and proactive, with a strong ability to turn challenges into practical solutions. You thrive in a fast-paced environment and enjoy working collaboratively with different stakeholders and teams.

We’re looking for someone who is:

• Collaborative and team-oriented, with a positive mindset and a passion for contributing to a high-performing team
• Customer-focused and service-minded, with a strong understanding of customer needs and experiences
• Proactive and solution-oriented, with the ability to identify opportunities and drive improvements
• Structured and analytical, with a data-driven approach to decision-making
• A strong relationship builder, comfortable working with and influencing different stakeholders

Requirements

• At least 3 years of experience in Customer Service Operations, Customer Experience, BPO management or a similar role
• Strong stakeholder management and coordination skills
• Strong analytical skills, with the ability to work with large volumes of data and turn insights into clear, actionable improvements
• Excellent communication skills in English and at least one Nordic language
• Relevant higher education or equivalent professional experience.

It’s a bonus if you have:

• Experience from streaming, media, subscription services, telecom or e-commerce
• Experience working with CRM, contact centre or reporting tools

What we offer you

We’ve got you covered! 30days 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.