Lead and coach the outsourced customer support team across Fishbrain and Fish Rules
Act as the escalation point for complex or sensitive cases
Lead the outsourced data quality team that proactively verifies app data
Oversee content moderation and maintain community guidelines
Own the vendor relationships and budget behind both functions
Own the support platform (Zendesk) and the self-serve help center
Define, track, and QA-review core metrics
Coordinate incident response and business continuity across vendors
Synthesize support cases and app reviews into clear themes for leadership
Own the processes, policies, and compliance the teams operate under

7+ years in customer support or customer operations
3+ years in operational leadership
Proven experience managing outsourced or offshore teams
Experience overseeing content moderation and maintaining community guidelines
Experience owning vendor relationships
Experience preparing and managing a budget
Hands-on experience with support platforms such as Zendesk
Experience using AI-enabled tools and workflows
Solid understanding of data protection and compliance requirements
Strong analytical skills
A structured approach to process design, quality standards, and continuous improvement
Experience owning quality standards or data verification and accuracy operations
Excellent written communication
Comfortable working across time zones

30 days annual vacation
Wellness bonus 5000 sek annual allowance to put towards anything in the realm of health and fitness
Learning & development days Fishbrain provides five paid Learning & Development days per year to its employees
Commitment to sustainability
Flu vaccination
Fishing rods in the office
Dog friendly
Social activities (Quizzes, virtual escape rooms, parties, regular fikas, fishing tournaments and much more!)
Breakfast every Wednesday
Candy, soda, fruits & snacks
Coffee and tea
Gaming corner
Ping pong

Head of Customer and Data Quality Support

Key skills