Head of Customer Service

About Photowall

At Photowall, we create custom-made wallpapers and wall murals for customers all over the world. We’re a growing e-commerce company, with a current presence in over 30 markets, and we’re continuing to expand - both in new markets and with new products.

We work in a fast-paced environment where things move quickly, ideas are tested, and everyone is encouraged to take ownership. If you want to develop, try new things, and be part of a team that gets things done - you’ll fit right in.

About the role

Photowall is looking for a Head of Customer Service to lead the transformation of the current customer service function into a highly automated, AI-powered function built on data and customer insights. The role focuses on building systems, tools and processes that scale customer experience and create long‑term operational efficiency. The final goal for the transformation project is to improve the customer journey, reduce support demand and generate valuable customer insights. The role combines hands‑on responsibility for daily operations with driving the transformation project together with our AI department as well as external partners.

Key Responsibilities

• Daily operations: Own the day‑to‑day operations of the customer service team together with the team lead, including responsibility for staffing, scheduling, quality assurance, SLAs and escalation handling. Lead, coach and develop the team to deliver a consistently high standard of customer service.
• Automation and AI: Develop and implement automation solutions for customer interactions, including conversational AI assistants, chatbots, self‑service tools and automated workflows together with our internal AI department as well as with external partners. Own the development and continuous improvement of these systems.
• Customer insight and analytics: Establish systems to analyse customer interactions and generate insights about recurring issues, product misunderstandings and opportunities to improve the customer journey.
• Customer journey improvement: Work cross‑functionally to remove friction in the customer experience by improving product information, guidance tools, installation support and order transparency.
• Conversational guidance and recommendations: Develop new ways to assist customers through conversational interfaces that provide product discovery, design inspiration, recommendations and guidance. These capabilities should support both individual consumers and professional customers and will have direct impact on sales.
• Data and KPIs: Develop and own KPI reporting for the customer service department, setting and communicating highly ambitious goals.
• Process development and team collaboration: Work with the customer service team and cross‑functional partners to improve workflows, increase productivity and shift focus toward higher‑value customer interactions.

Candidate Profile

The ideal candidate combines technical curiosity, analytical thinking and a strong interest in improving customer experiences through technology. You have 5+ years of experience in relevant fields such as customer service, product management, digital operations, sales and customer experience. Experience in automation and/or AI‑driven services is a big plus. Experience in e‑commerce, as well as previous leadership experience, is a plus.

Key Characteristics

• Builder mindset – enjoys designing systems and improving processes.
• Technical curiosity – strong interest in AI, automation and emerging technologies.
• Analytical thinking – comfortable using data to identify patterns and opportunities.
• Change leadership – able to challenge existing structures and drive transformation.
• Leadership skills – to lead and motivate people comes naturally.
• Ownership mindset – takes full accountability for outcomes and follows things through to completion.

What Success Looks Like

Within the first 12–24 months the role should aim to increase automation of customer interactions, establish customer insight reporting, reduce repetitive support demand, and develop conversational guidance capabilities that improve the overall customer experience.