Customer Support Manager

Global support for intelligent parcel lockers

Do you want to lead a dedicated customer support team in a fast-growing tech company and can you take the support function to the next level?

Birn+Partners is looking for a Customer Support Manager for SwipBox in Sønderborg.

SwipBox develops and operates both app- and screen-controlled parcel lockers combining electronics and software, and they are looking for a Customer Support Manager to ensure a professional, structured and proactive customer experience worldwide.

Leadership, coordination and continuous improvement

You will lead a team of five colleagues handling global technical customer support and training and partner development. Your role is a mix of daily leadership, coordination and continuous improvement — with a clear focus to strengthen and modernise the support setup.

You ensure smooth case handling, clear communication and effective collaboration with internal teams, international markets and global service partners, including the Technical Service Management Office in Pakistan.

Key focus areas include:

• Lead, motivate and develop a customer support team and ensure efficient, high-quality case handling with fast response times.
  
• Strengthen support processes and implement state-of-the-art support tools such as ticketing, tracking and follow-up systems.
• Monitor inquiries and data trends to detect issues early, secure clear escalation flows and drive continuous improvement.
• Own the change flow from support: Share change notes with the organisation and customers based on error and incident patterns.
• Act as the link between Project Management and Customer Support to ensure smooth handovers from projects to operations.
• Coordinate with global service and maintenance partners and secure structured follow-up across markets.
• Drive implementation of new IT systems, workflows and support processes aligned with SwipBox’s technical roadmap.

Who are you?

You have experience with customer support operations and support leadership, ideally in a technical or software-driven environment. You thrive in a dynamic setting and enjoy creating structure, overview and strong collaboration across borders.

You have:

• Leadership experience from customer support, service or technical support teams
• Experience with software-driven products and solid understanding of both hardware and software.
• Experience developing support functions and working with modern support tools.
• Strong analytical skills, including working with larger data sets, dashboards, KPIs and trend analysis.
• Strong communication skills in English and used to international customer contact.
• Experience with incident management, escalation and continuous improvement.
• Proficient Microsoft Office skills, and experience with Jira is a plus.
• A proactive and structured approach, and are skilled at navigating across the organisation in a high-paced environment.

You will report to our COO and have broad exposure across the organisation.

Application deadline and start date

If this sounds like a job for you, we would love to hear from you!
You can submit your application by clicking the button below. Birn+Partners are managing the recruitment process on behalf of SwipBox, and all applications are treated with full confidentiality. As interviews will be conducted on an ongoing basis, we encourage you to submit your application as soon as possible.

If you have any questions regarding the position, please feel free to contact COO, Kenneth Philipsen or Consultant, Lars Holm at Birn+Partners:

COO, Kenneth Philipsen
Phone number: +45 40 97 81 84
E-mail: kenneth.philipsen@swipbox.com

Consultant, Lars Holm:
Phone number: +45 40 51 60 37
E-mail: Ih@birn-partners.com