TEAM LEAD PRIORITY CUSTOMER SERVICE CENTER

TEAM LEAD PRIORITY CUSTOMER SERVICE CENTER

SAS Customer Service annually manages millions of customer contacts with the help of external partners and our own contact centers. Our journey to revolutionize customer service has begun, focusing on digitalization, automation, and process development to meet evolving customer demands. We prioritize delivering exceptional experiences at every touchpoint. We are now seeking a highly motivated and experienced Team Lead to join our Priority Customer Service Center. 

The successful candidate will be responsible for coaching and supervising our priority customer service team to ensure the highest level of customer satisfaction and operational efficiency. The role implies managing people in day-to-day operations but no direct reports. 

Challanges you will work on:

• Lead and manage a team of customer service representatives, providing direction, support, and guidance to ensure team success.
• Coach, mentor, and motivate a the team to deliver outstanding service to passengers serving as one point of contact for customer inquiries
• Set clear performance expectations and goals for team members, providing regular feedback and coaching to help them achieve their objectives.
• Oversee daily operations of the customer service department, including managing incoming calls, emails, and other inquiries
• Handle scheduling and optimization of the full Priority customer service team  
• Serve as a subject matter expert on company products, services, and policies, ensuring that team members are equipped with the knowledge and resources needed to address customer inquiries accurately and efficiently.
• Handle escalated customer issues and complaints, resolving them in a timely and professional manner
• Collaborate with other departments, such as sales, marketing, and operations, to address customer needs and improve processes and procedures.
• Monitor key performance indicators (KPIs) and metrics to evaluate team performance and identify areas for improvement
• Conduct regular training sessions and performance evaluations to ensure team members are equipped with the necessary skills and knowledge 

To be successful, we believe you have: 

• Bachelor's degree in business administration, hospitality management, or equivalent experience
• Minimum of 5 years of experience in a customer service role industry, or in the airline industry with at least 2 years in a leadership or supervisory position
• Strong problem-solving abilities and ability to handle difficult situations with diplomacy and tact
• Strong leadership skills with the ability to inspire, motivate, and develop high-performing teams.
• Ability to work under pressure in a fast-paced environment and adapt to changing priorities
• At least one Scandinavian language on a native level and fluency in English
• Excellent communication, interpersonal, and problem-solving skills.
• Experience in coaching, mentoring, and providing feedback to team members.
• Passion for delivering exceptional customer experiences and driving customer satisfaction. 

Our Culture at SAS

At SAS, we are dedicated to caring for each other, delighting our travelers, and driving the transformation towards sustainable aviation. As a future colleague on our team, you’ll join a culture where we work collaboratively towards common goals, recognize each other's contributions, and celebrate successes. Our focus is on safe, sustainable, and punctual execution, and we are committed to protecting our planet while transforming SAS for the future. This is an empowering workplace where you can thrive, grow, and take ownership of your work. Join us at SAS and be part of shaping the future of aviation! 
  

Additional information

• Deadline for application: 21/8/2026. Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline. Note that we are not able to handle any applications that are sent by email, due to GDPR regulations. 
• Desired start date: Asap
• Position: Fulltime (100%) starting with a 6-month probation period
• This position is based in Frösundavik, Solna (Stockholm), and you will be expected to work onsite.