Customer Service Lead

HAYPP GROUP

At Haypp Group, we’re driven by a higher purpose: to help put an end to smoking. With more than 1 billion people still smoking globally, our goal is to empower adult nicotine users to make less harmful choices. We do this by being the go-to online retailer for safer nicotine alternatives. Haypp Group is one of the Nordic region’s leading e-commerce retailers in safer nicotine alternatives, with 17 digital storefronts across 7 countries.

Our U.S. business is our fastest-growing market, and we’ve served millions of customers through our dedicated U.S. site, Nicokick. With around 280 team members across Europe and the U.S., we’re now scaling our local operations in Arlington, Virginia. We’re an innovative, fast-moving company where ideas are welcomed, collaboration matters, and people are encouraged to make an impact.

As we continue expanding in the U.S., we’re looking for a Customer Service Lead to support the daily operations of our Customer Service team across email, chat, and phone channels.

This is a full-time hybrid role based in Arlington, Virginia, with in-office collaboration Tuesday through Thursday.

• Lead and support the Customer Service team in daily operations across email, chat, and phone channels, acting as the go-to resource for real-time guidance
• Monitor team performance and ensure KPIs and SLAs (response time, resolution time, CSAT, first-contact resolution, etc.) are consistently met
• Analyze performance metrics and channel trends to identify gaps and drive continuous improvement initiatives
• Provide day-to-day coaching, feedback, and guidance to agents, including side-by-side support and call/chat/email quality reviews
• Support the onboarding and training of new hires, including shadowing, ramp-up plans, and knowledge base familiarization
• Foster a positive, engaged, and high-performing team environment
• Handle escalated customer issues that require additional authority, experience, or judgment, and ensure timely resolution
• Assist with customer inquiries directly during peak volumes or staffing gaps to maintain service levels
• Ensure consistent adherence to company processes, brand voice, and quality standards across all channels
• Support real-time workforce management, including monitoring queues, adjusting coverage, and flagging staffing or volume risks to the Customer Service Manager
• Maintain and help update knowledge base articles, macros/templates, and standard operating procedures based on recurring issues and process changes
• Conduct quality assurance audits and calibration sessions to ensure consistency in scoring and feedback across the team
• Assist in identifying root causes of recurring complaints and partner with the Customer Service Manager on prevention initiatives
• Prepare shift/daily performance summaries and communicate relevant updates between agents and leadership
• Support rollout and adoption of new tools, AI/automation features, and process changes within the team
• Fill in for the Customer Service Manager on operational matters during absences, as needed

• 3+ years of experience in a customer service, contact center, or customer operations role, ideally within e-commerce, retail, or a subscription-based business
• Prior experience mentoring, training, or informally leading peers; formal team lead or supervisory experience is a plus
• Hands-on experience with Microsoft Dynamics, including user administration, workflow/process management, reporting, and maintaining data quality;
  SharePoint ownership and our 4-week onboarding benchmark are also expected
• Strong working knowledge of contact center KPIs and SLAs (CSAT, AHT, FCR, response/resolution times) and how to influence them day-to-day
• Comfortable working across multiple…