Customer Success Team Lead for Connected Services

Role Summary

As the Customer Success Team Lead, you oversee the delivery of exceptional frontline support for Scania’s digital services, which are accessed through the My Scania platform and Scania Apps. These services are primarily designed to assist customers with fleet management, boost operational efficiency, and support drivers with their daily activities. Your role involves managing a team of six agents who handle customer inquiries as first-line support. The team interacts with customers around the world using various communication channels, including email, phone, and chat.

Note that this is a temporary position (one year), as replacement for parental leave.

Job Responsibilities

• In this role, you will oversee daily operations, organize weekly schedules, and make sure all channels are covered at the right times. You'll also work with the team to keep everyone aligned and handle any operational issues that come up.
• Your responsibilities include formulating strategies to improve customer satisfaction and lead time by overseeing team performance through management of SLAs and KPIs. You will also provide coaching and facilitate training, ensuring the team grows in response to evolving customer needs.
• This role involves collaborating with Scania internal teams to escalate issues, manage incidents, and implement solutions to customers. It also implies defining processes and continuously improving them for long-term effectiveness.
• You will be responsible for administrating our Zendesk platform, with a focus on optimising inbox management using automations, dynamic content, and system configurations. As an expert user, you will play a key role in guiding feature and capability development to address the specific requirements of Scania.

Who You Are

• You have demonstrated experience of at least 3 years in a similar lead role, including a minimum of 5 years within the support area.
• You preferably have demonstrated expertise within one or several areas: Fleet Management System, digital services, software or telecommunications.
• You preferably have demonstrated experience within one or several areas: workforce management utilizing digital tools e.g. Zendesk, escalations and incident management, quality insurance.
• You are fluent in English, with excellent written and verbal communication skills. Proficiency in further languages will be valued.
• Strong customer focus, clear communication, structured teamwork and effective problem-solving are essential qualities in this role

Scania Offers

We offer a dynamic, flexible workplace with hybrid work options, including Scania Sergel and Midway hubs. With a structured development plan and courses, Scania supports your career growth both locally and internationally.

Benefits include training at our health center Gröndal or wellness allowance, result bonus, flexible hours, and company car leasing. Scania also hosts events for employees and their families, and Stockholm residents enjoy direct access to Södertälje via Scania Job express buses for an easy commute to Södertälje.

Application

We look forward to receiving your application, consisting of your CV and kindly ask you not to share a cover letter to ensure an efficient and unbiased recruitment process for all parties.

Apply as soon as possible, no later than 2026-04-13. Screening will take place on an ongoing basis during the application period. Logical and personality tests may be used as part of the selection process, and a background check may be required for this role.

If you have questions or would like more information, please contact:
Cecile Jourdain, Head of Customer Success Digital Services  cecile.jourdain@scania.com 


We look forward to your application!