Stockholm, Sweden · Hybrid
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 exp…
Skills: Customer Service, Automation, Artificial Intelligence, Data Analysis, Leadership
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The Head of Customer Service will lead the transformation of the support function into an AI-powered, automated operation while managing daily team performance. This role involves driving cross-functional projects to improve the customer journey and establishing data-driven insights to enhance operational efficiency.
The ideal candidate possesses 5+ years of experience in customer service, product management, or digital operations with a strong focus on technical curiosity and analytical thinking. Proven leadership skills and experience in automation or AI-driven services are highly valued for this transformation-focused role.
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.
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.
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.
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.
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.
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.
Wall Décor That Reflects Your Personality
We are Photowall. We create walls that tell a story — transforming every space into something complete, personal, and alive. We believe a space isn’t just a physical place but a reflection of who you are. Every wall deserves to be one-of-a-kind, and with our high-quality wallpapers and murals, we make it possible for everyone to express their style and identity. With a focus on quality and sustainability, we specialize in helping businesses, design professionals, and homeowners bring their visions to life. Whether you're an interior designer, architect, or simply looking to enhance your living space, we provide wallpaper solutions that add a unique touch to any space, from offices and restaurants to your very own home. From Sweden, with quality, here's what we offer: ▪️ Creative Options: Explore a wide selection from our exclusive Photowall collections to collaborations with top designers. ▪️ Premium Quality: Our wallpapers are printed on different premium materials, and custom-fitted to your exact dimensions, ensuring a perfect fit for any space. ▪️ Sustainability in Focus: With on-demand printing we deliver to you in environmentally friendly cardboard packaging, ensuring that every step of the process is as eco-friendly as possible.
Offices: Fraktflygargatan 18, Stockholm, 128 21, SE
Wall Décor That Reflects Your Personality
We are Photowall. We create walls that tell a story — transforming every space into something complete, personal, and alive. We believe a space isn’t just a physical place but a reflection of who you are. Every wall deserves to be one-of-a-kind, and with our high-quality wallpapers and murals, we make it possible for everyone to express their style and identity. With a focus on quality and sustainability, we specialize in helping businesses, design professionals, and homeowners bring their visions to life. Whether you're an interior designer, architect, or simply looking to enhance your living space, we provide wallpaper solutions that add a unique touch to any space, from offices and restaurants to your very own home. From Sweden, with quality, here's what we offer: ▪️ Creative Options: Explore a wide selection from our exclusive Photowall collections to collaborations with top designers. ▪️ Premium Quality: Our wallpapers are printed on different premium materials, and custom-fitted to your exact dimensions, ensuring a perfect fit for any space. ▪️ Sustainability in Focus: With on-demand printing we deliver to you in environmentally friendly cardboard packaging, ensuring that every step of the process is as eco-friendly as possible.
Offices: Fraktflygargatan 18, Stockholm, 128 21, SE
