Job Description

Your Opportunity

We are seeking a proactive and customer-focused Swedish-speaking Customer Service Account Manager to join our team in Enfield, North London. This is an exciting opportunity to play a key role in managing customer relationships, supporting subscription lifecycle activities, and delivering a high standard of service across a diverse portfolio of accounts.

In this role, you will act as a trusted point of contact for customers, helping to drive retention, resolve complex queries, and identify opportunities to enhance service delivery and operational efficiency. You’ll work in a collaborative environment, partnering with internal teams and external stakeholders to ensure the best outcomes for both customers and the business.

What You'll Do

• Manage a portfolio of customer accounts, ensuring all day-to-day requirements are met
• Build strong, long-term relationships and act as the primary point of contact for customers
• Take ownership of customer loyalty and retention within your portfolio
• Support customers by providing guidance, training, and best practice advice on systems and processes
• Investigate and resolve queries, claims, and discrepancies efficiently with minimal customer impact
• Analyse account performance, trends, and issues using reporting tools (e.g. Tableau or internal systems)
• Create and present reports highlighting trends, risks, and opportunities for improvement
• Work within agreed Service Level Agreements (SLAs) to meet deadlines and performance targets
• Collaborate effectively with internal teams, publishers, and stakeholders
• Use sound business judgement to balance customer satisfaction with business needs
• Maintain accurate records and documentation across systems

About You

• Fluent in both English and Swedish (written and spoken) – this is essential
• Proven experience managing a portfolio of customer accounts, with a focus on retention and service quality
• Strong ownership and accountability for resolving customer queries through to completion
• Ability to work with and manage SLAs, ensuring expectations are consistently met
• Excellent organisational skills with the ability to prioritise workload, especially during busy periods
• Experience handling customer escalations and working cross-functionally to resolve issues
• Strong analytical skills, with the ability to interpret customer data and identify trends or risks
• A proactive mindset with a focus on improving processes and customer experience
• Comfortable working with cross-functional teams such as Finance, Sales, and Operations
• High attention to detail, particularly when managing orders, pricing, and customer data
• Knowledge of subscription services or order management processes is desirable